CommandLink

• Partner closely with CSMs on renewal strategy execution, ensuring timelines, pricing accuracy, and completeness • Build, maintain, and refine advanced Excel-based pricing models, renewal comparisons, and financial scenarios • Manage vendor quotes, serviceability checks, and tool submissions for renewal and expansion opportunities • Prepare customer-ready renewal summaries, pricing breakdowns, and comparison views that support confident decision-making • Track in-flight renewals, proactively flag risks, and ensure nothing slips through the cracks • Continuously improve renewal workflows, templates, and Excel models to support scale • Take on additional projects as needed to support Customer Success operations and organizational growth

• Own the technical relationship for enterprise accounts from kickoff through full platform adoption, with account health and adoption as your primary success metrics • Configure and deploy monitoring, alerting, and automation policies directly within customer environments • Set up and tune systems across monitoring and RMM tooling, bringing genuine hands-on fluency rather than surface-level familiarity • Troubleshoot network, security, and infrastructure issues alongside customers with speed and precision • Script and automate technical workflows and integrations to reduce manual lift and speed time to value • Act as the technical translator between customers and CommandLink's product team, listening to requests, validating what's technically feasible, and channeling that feedback into product improvements • Build and continuously refine a repeatable technical onboarding playbook that scales across the customer base • Support renewal and expansion conversations with deep technical credibility, without owning a sales quota • Provide occasional technical support on new-business sales calls when infrastructure expertise is needed to move a deal forward • Partner with solutions engineering and product teams to ensure customer feedback shapes future platform direction • Take on additional responsibilities and projects as needed to support the success of the team and organization

Role Description CommandLink is redefining how enterprise customers onboard, adopt, and get lasting value from our platform, and we're looking for a Customer Success Engineer to be the technical owner of that relationship from day one. This is a technical, hands-on role built for someone who has lived inside real infrastructure. - Own the technical relationship for enterprise accounts from kickoff through full platform adoption, with account health and adoption as your primary success metrics. - Configure and deploy monitoring, alerting, and automation policies directly within customer environments. - Set up and tune systems across monitoring and RMM tooling, bringing genuine hands-on fluency rather than surface-level familiarity. - Troubleshoot network, security, and infrastructure issues alongside customers with speed and precision. - Script and automate technical workflows and integrations to reduce manual lift and speed time to value. - Act as the technical translator between customers and CommandLink's product team, listening to requests, validating what's technically feasible, and channeling that feedback into product improvements. - Build and continuously refine a repeatable technical onboarding playbook that scales across the customer base. - Support renewal and expansion conversations with deep technical credibility, without owning a sales quota. - Provide occasional technical support on new-business sales calls when infrastructure expertise is needed to move a deal forward. - Partner with solutions engineering and product teams to ensure customer feedback shapes future platform direction. - Take on additional responsibilities and projects as needed to support the success of the team and organization. Qualifications - 3 years minimum, 5+ years preferred, in a hands-on technical role at an MSP or as a corporate IT administrator. - Direct, practical experience with scripting, server administration, and network deployment, including firewalls. - Real hands-on experience with monitoring and RMM platforms such as SolarWinds, Auvik, Dynatrace, or Kaseya. - Demonstrated ability to configure, troubleshoot, and resolve technical issues independently rather than escalating them. - Strong communication skills with the ability to translate technical detail for both customers and internal product teams. - Comfort working across security, network, and alerting concepts fluently enough that customers trust you as a technical authority. Requirements - Experience at an MSP or software provider serving the MSP market (Nice to Have). - Prior exposure to ITSM or ITIL concepts, though this is not the primary hiring background for this role (Nice to Have). - Experience building technical onboarding playbooks or repeatable processes from scratch (Nice to Have). - Interest in growing into a future team leadership or Director-track role (Nice to Have). Benefits - Room to grow at a high-growth company. - An environment that celebrates ideas and innovation. - Your work will have a tangible impact. - Flexible time off. - Fun events at cool locations. - Employee referral bonuses to encourage the addition of great new people to the team.

• Own enterprise customer implementations from kickoff through full platform adoption, with deployment speed and quality as your primary success metric • Configure and deploy monitoring, alerting, and automation policies directly within customer environments • Set up and tune systems across monitoring and RMM tooling, bringing genuine hands-on fluency rather than surface-level familiarity • Troubleshoot network, security, and infrastructure issues alongside customers with speed and precision • Script and automate implementation workflows and integrations to reduce manual lift and speed time to value • Act as the technical translator between customers and CommandLink's product team, listening to requests, validating what's technically feasible, and channeling that feedback into product improvements • Build and continuously refine a repeatable implementation playbook that can scale across the customer base • Provide occasional technical support on sales calls when deep infrastructure expertise is needed to move a deal forward, without owning a sales quota • Partner with solutions engineering and product teams to ensure implementation feedback shapes future platform direction • Take on additional responsibilities and projects as needed to support the success of the team and organization

• Lead enterprise onboarding sessions and technical discovery with full accountability for outcomes • Configure the CommandLink ITSM platform: services, workflows, automation rules, escalation policies, and reporting • Design and implement alerting and monitoring policies aligned to SLAs/SLOs • Own integrations with external ITSM systems (ServiceNow, Jira, Freshservice) via APIs/webhooks • Act as the primary technical owner for assigned enterprise accounts — accountable for adoption, satisfaction, and technical success • Guide customers in adopting ITSM workflows, monitoring, and AIOps capabilities • Run QBRs and proactively deliver improvement plans, not just recommendations • Troubleshoot and resolve workflow, alerting, and integration issues with urgency and precision • Join customer-facing sales calls as the technical authority on ITSM, monitoring, and workflow automation • Collaborate with sales engineers to design solutions and ensure requirements are fully addressed • Deliver platform demos that clearly showcase execution-ready solutions • Takes on additional responsibilities and projects as needed to support the success of the team and organization

Role Description We are seeking a hands-on, execution-driven Solutions Engineer to partner with enterprise customers on onboarding, workflow configuration, monitoring, and ongoing adoption of the CommandLink ITSM platform. This role is ideal for someone who thrives on personal ownership of customer success driving projects from demo to adoption, solving technical challenges directly, and ensuring customers realize maximum value from our platform. You won’t just advise; you’ll roll up your sleeves, configure, troubleshoot, and deliver. You will work closely with sales and solution engineering teams, but you are the primary technical owner for your accounts, accountable for successful onboarding, seamless integrations, and continuous improvement. What You’ll Do: - Lead enterprise onboarding sessions and technical discovery with full accountability for outcomes. - Configure the CommandLink ITSM platform: services, workflows, automation rules, escalation policies, and reporting. - Design and implement alerting and monitoring policies aligned to SLAs/SLOs. - Own integrations with external ITSM systems (ServiceNow, Jira, Freshservice) via APIs/webhooks. - Act as the primary technical owner for assigned enterprise accounts — accountable for adoption, satisfaction, and technical success. - Guide customers in adopting ITSM workflows, monitoring, and AIOps capabilities. - Run QBRs and proactively deliver improvement plans, not just recommendations. - Troubleshoot and resolve workflow, alerting, and integration issues with urgency and precision. - Join customer-facing sales calls as the technical authority on ITSM, monitoring, and workflow automation. - Collaborate with sales engineers to design solutions and ensure requirements are fully addressed. - Deliver platform demos that clearly showcase execution-ready solutions. - Takes on additional responsibilities and projects as needed to support the success of the team and organization. Qualifications - 3 years minimum, 5+ years preferred in a Solutions Engineering, TAM, Post-Sales, Pre-Sales, or Technical Support role. - Relevant experience working at a SaaS company is required. - Proven track record of owning enterprise customer outcomes end-to-end, not just advising. - Strong hands-on knowledge of ITSM platforms (ServiceNow, Jira Service Management, Freshservice). - Background in monitoring, alerting, AIOps, and workflow automation. Requirements - ITIL process knowledge (incident, change, problem). - Hands-on experience with alerting/monitoring concepts and event correlation. - APIs, JSON, webhooks, and light scripting (Python/PowerShell preferred). - Familiarity with enterprise integrations and multi-tenant SaaS delivery. Soft Skills - Execution mindset — you take ownership and deliver results. - Strong communicator with executive presence and customer-facing confidence. - Skilled at leading customer workshops, demos, and training sessions. - Comfortable managing multiple enterprise accounts with accountability for success. Benefits - Room to grow at a high-growth company. - An environment that celebrates ideas and innovation. - Your work will have a tangible impact. - Flexible time off. - Fun events at cool locations. - Employee referral bonuses to encourage the addition of great new people to the team.

• Lead enterprise onboarding sessions and technical discovery with full accountability for outcomes • Configure the CommandLink ITSM platform: services, workflows, automation rules, escalation policies, and reporting • Design and implement alerting and monitoring policies aligned to SLAs/SLOs • Own integrations with external ITSM systems (ServiceNow, Jira, Freshservice) via APIs/webhooks • Act as the primary technical owner for assigned enterprise accounts — accountable for adoption, satisfaction, and technical success • Guide customers in adopting ITSM workflows, monitoring, and AIOps capabilities • Run QBRs and proactively deliver improvement plans, not just recommendations • Troubleshoot and resolve workflow, alerting, and integration issues with urgency and precision • Join customer-facing sales calls as the technical authority on ITSM, monitoring, and workflow automation • Collaborate with sales engineers to design solutions and ensure requirements are fully addressed • Deliver platform demos that clearly showcase execution-ready solutions • Takes on additional responsibilities and projects as needed to support the success of the team and organization

• Lead enterprise onboarding sessions and technical discovery with full accountability for outcomes • Configure the CommandLink ITSM platform: services, workflows, automation rules, escalation policies, and reporting • Design and implement alerting and monitoring policies aligned to SLAs/SLOs • Own integrations with external ITSM systems (ServiceNow, Jira, Freshservice) via APIs/webhooks • Act as the primary technical owner for assigned enterprise accounts — accountable for adoption, satisfaction, and technical success • Guide customers in adopting ITSM workflows, monitoring, and AIOps capabilities • Run QBRs and proactively deliver improvement plans, not just recommendations • Troubleshoot and resolve workflow, alerting, and integration issues with urgency and precision • Join customer-facing sales calls as the technical authority on ITSM, monitoring, and workflow automation • Collaborate with sales engineers to design solutions and ensure requirements are fully addressed • Deliver platform demos that clearly showcase execution-ready solutions • Takes on additional responsibilities and projects as needed to support the success of the team and organization.

• Promote company core values and foster positive relationships with vendors • Process vendor invoices accurately and timely • Manage vendor setup and maintenance (W-9s, ACH details, compliance checks) • Initiate timely payment of invoices using a variety of payment methods (credit card, check, ACH, wire, call-in) • Manage Vendor Portals (invoice Retrieval and making payments) • Reconcile vendor accounts regularly • Resolve invoice discrepancies and vendor inquiries promptly • Organize and automate AP processes to drive efficiencies, minimize errors and delinquencies • Support other finance and accounting personnel as necessary • Support audits by providing documentation and explanations • Enforce AP policies and internal controls; identify process improvements • Takes on additional responsibilities and projects as needed to support the success of the team and organization

• Promote company core values and foster positive relationships with vendors. • Process vendor invoices accurately and timely. • Manage vendor setup and maintenance (W-9s, ACH details, compliance checks). • Initiate timely payment of invoices using a variety of payment methods (credit card, check, ACH, wire, call-in). • Manage Vendor Portals (invoice Retrieval and making payments). • Reconcile vendor accounts regularly. • Resolve invoice discrepancies and vendor inquiries promptly. • Organize and automate AP processes to drive efficiencies, minimize errors and delinquencies. • Support other finance and accounting personnel as necessary. • Support audits by providing documentation and explanations. • Enforce AP policies and internal controls; identify process improvements. • Takes on additional responsibilities and projects as needed to support the success of the team and organization.