• Serve as the technical interface and escalation point for complex customer issues requiring code-level investigation or intervention • Design, develop, and maintain custom extensions, integrations, and workflows using the AtomEngine ModKit to meet customer-specific requirements • Work directly with customer teams to design, implement, and validate new ModKit features, while ensuring solutions remain maintainable and compatible across platform releases • Develop deep mastery of AtomEngine, becoming a subject matter expert able to confidently teach, demo, and guide customers through advanced workflows. • Partner with Customer Success and Account teams to support adoption and long-term customer success, contributing technical insight where it matters most • Advocate for customer needs internally, translating real-world use cases into clear, actionable input for Product and Engineering teams • Act as a trusted technical advisor, helping customers operationalize AtomEngine within their existing workflows and environments

• Onboard new customers of Linx in complex enterprise environments by driving seamless integrations and accelerating time to value. • Build and maintain strong relationships as the main point of contact by delivering tailored deployment and adoption plans aligned with their architecture, goals, and risk posture. • Drive product adoption and help customers maximize the product value by optimizing adoption KPIs, usage patterns, technical health scores and using them to proactively monitor and drive customer value. • Manage renewals and reduce churn through proactive engagement. • Serve as a hands-on technical partner - supporting integrations, applying practical troubleshooting skills (e.g., Python, scripting, API analysis) to resolve issues, and escalating when needed. • Collaborate closely with Engineering and Product to triage technical blockers, surface customer feedback, and influence roadmap decisions. • Align with Sales and GTM teams to ensure customer success is tightly integrated with business objectives and strategic outcomes. • Develop and maintain technical assets including integration guides, configuration templates, and implementation playbooks to enable repeatable success.

• Act as a trusted/strategic advisor for customers, driving the entire Customer Success lifecycle from onboarding to expansion • Become the trusted Cribl expert as customers build out data pipelines to transform data in their organization • Establish and maintain relationships with stakeholders and senior management to drive success plans and KPIs at our largest customers • Drive adoption and expansion of existing use cases and advise/develop additional use cases with the customer. • Keep your finger on the pulse of your customers and keep things flowing for them. This includes use case initiatives, troubleshooting efforts, Cribl certification progress, etc. • Clear, effective communicator and collaborator working cross-functionally with the Cribl sales, marketing, product, experience, and engineering teams as the voice of the customer • Continually inspire, mentor, and coach team members as an integral piece of the Customer Experience organization • This position may require stand-by, on-call, or off-hours duties

• Act as the first point of contact for technical questions and product issues • Debug and reproduce customer facing issues and escalate when needed • Investigate logs, errors, API requests, and AI workflow behaviour • Translate customer pain points into clear insights for Product and Engineering • Create and maintain technical documentation, guides, and solution examples • Work closely with Engineering, Legal Research, Product, and Infra teams • Improve onboarding and self serve support to reduce inbound tickets over time