Customer Success Engineer — CDN & WAF

Job Summary

Vergecloud is seeking a Customer Success Engineer to own the technical success of customer deployments across our CDN and WAF platform. This role combines customer-facing technical support, solution troubleshooting, and proactive account health monitoring to ensure customers achieve strong performance, security, and reliability outcomes.

The ideal candidate has a solid understanding of CDN, web security, TCP/IP, HTTP, and DNS, and is comfortable working directly with customers during onboarding, day-to-day operations, and incident response.

Key Responsibilities

• Support customers in integrating domains with Vergecloud CDN and WAF services
• Troubleshoot and resolve issues related to: Performance, Availability, Caching, TLS/SSL, DNS, and Security events and attack mitigation
• Act as a technical point of contact for customers during incidents and escalations
• Monitor customer traffic patterns and security events to identify sudden traffic spikes or drops, abnormal request patterns, potential misconfigurations, and suspicious or malicious activity
• Provide clear technical communication to customers throughout troubleshooting and incident handling
• Conduct regular customer touchpoints and cadence meetings
• Prepare and deliver monthly security reviews
• Execute Quarterly Business Reviews (QBRs) with customers
• Recommend configuration improvements, security optimizations, and best practices
• Work closely with internal teams including Product, Engineering, Support, and Sales to improve customer outcomes 30/60/90-Day Success Plan First 30 Days
• Learn Vergecloud products, architecture, and operational workflows
• Understand customer traffic behavior and key security event types
• Join customer touchpoints and observe cadence meetings
• Shadow troubleshooting and incident response processes
• Build familiarity with standard domain onboarding and integration steps 60 Days
• Independently support customer issues and troubleshooting
• Review daily customer traffic patterns and identify abnormal spikes or dips
• Lead weekly customer touchpoints with guidance as needed
• Start participating in monthly security reviews with recommendations
• Contribute to incident communication and resolution coordination 90 Days
• Own customer technical relationships for assigned accounts
• Lead QBR preparation and execution for customers
• Provide proactive insights on traffic, performance, and security posture
• Recommend optimizations based on observed customer patterns
• Demonstrate consistent technical ownership and strong customer communication Key Performance Indicators
• Customer satisfaction and responsiveness
• Reduction in unresolved technical issues
• Quality and timeliness of incident communication
• Accuracy of traffic and security analysis
• Successful domain onboarding and configuration support
• Completion of monthly reviews and QBRs
• Proactive identification of customer risks and improvement opportunities Requirements Required Skills and Qualifications
• Strong understanding of CDN concepts including caching, edge delivery, origin behavior, and traffic optimization
• Strong understanding of web security and WAF concepts
• Good working knowledge of TCP/IP, HTTP/HTTPS, and DNS
• Experience integrating customer domains with CDN/WAF platforms
• Ability to troubleshoot technical issues methodically and communicate findings clearly
• Customer-facing experience with strong written and verbal communication skills
• Ability to manage incidents with professionalism, urgency, and empathy
• Comfortable working in a fast-paced environment with multiple customers and priorities Preferred Qualifications
• Experience in a Customer Success Engineer, Technical Account Manager, Support Engineer, or similar role
• Familiarity with SSL/TLS certificates, HTTP headers, caching rules and cache invalidation, Bot/DDoS and threat mitigation concepts, and log analysis and traffic analysis
• Experience with enterprise or SaaS customer environments
• Ability to work cross-functionally and influence outcomes without direct authority