Customer Success Engineer

Xopero Software is a leading provider of backup and disaster recovery software with over 16 years of experience. Their product portfolio includes Xopero ONE, Xopero Unified Protection, and GitProtect. They specialize in securing physical and virtual environments, SaaS services, and DevOps tools. Their products are used by Fortune 500 companies such as Orange, T-Mobile, AVIS, Quest Diagnostics, Zoop, and Diebold Nixdorf.

• Minimum 4+ years of experience in technical support, product support, customer support engineering, technical customer success, or a similar role in a complex B2B environment
• English proficiency at C1 level
• Strong hands-on experience with GitHub, GitLab, Bitbucket, Azure DevOps, Jira, and Confluence
• Advanced issue reproduction skills including building test environments, configuring roles and permissions, creating representative test data, and isolating root causes
• Strong log analysis skills with the ability to distinguish symptoms from root causes
• Experience troubleshooting APIs using tools like Postman (authentication, request/response analysis, integration validation)
• Working knowledge of authentication and authorization concepts (RBAC, SSO/SAML, token scopes, permissions inheritance)
• Experience supporting on-premise or hybrid environments (Windows/Linux basics, Docker, SSL/TLS, storage, and connectivity)
• Ability to lead high-quality escalations to engineering with complete technical context and clear documentation
• Strong written technical communication skills (both customer-facing and internal)
• Experience with help desk or CRM tools such as Zoho Desk, HubSpot, or similar platforms
• Strong ownership and ability to manage complex, long-running or cross-functional cases independently

• Own complex, high-impact, and enterprise-level customer cases end-to-end across written and live communication channels
• Lead advanced troubleshooting across product, environment, and integration layers, including cross-functional coordination
• Act as the highest support-level escalation point before engineering involvement
• Communicate clearly, tactfully, and confidently with enterprise customers, including expectation management during complex investigations
• Coordinate escalated cases through to resolution, ensuring continuity of ownership, follow-up, and customer visibility
• Support complex onboarding, deployment, and post-purchase technical enablement when needed
• Proactively identify risks, recurring issues, and customer-impacting problems through monitoring, case analysis, and direct engagement
• Collaborate closely with engineering, product, account management, pre-sales, and enablement teams to resolve issues and improve outcomes
• Contribute to knowledge base improvements, documentation, and customer-facing guidance
• Mentor less experienced team members through troubleshooting support and knowledge sharing
• Identify product gaps, recurring pain points, and improvement opportunities based on customer insights