Customer Success Engineer - Duende Software - East Coast US, Remote

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Job title

Customer Success Engineer

Location

East Coast US, Remote

Company

Duende Software

Company website

https://duendesoftware.com

Description

Duende Software is The .NET Identity Company. Trusted by thousands of organizations worldwide, Duende and our flagship product, IdentityServer, help organizations of all sizes and industries secure user identities. Positioned for rapid growth and market expansion, we are seeking a Product Marketing Manager to help accelerate expansion of our product portfolio and guide our product commercialization strategy.

Duende IdentityServer is the premiere solution for secure login authentication for .NET applications. After 10 years of building an open-source foundation with IdentityServer, two of the world's premier .NET Security experts launched Duende commercially in 2020 to deliver the world's most flexible, security standards-compliant identity solution for .NET applications.

Building on the rapid customer adoption of IdentityServer and a reputation for best-in-class quality and flexibility, Duende is poised to expand rapidly into the broader Identity Access Management (IAM) market and help organizations secure the identity of their application users.

The Role

At Duende, we build for software developers who need secure, modern identity and access control capabilities for .NET applications. As Customer Success Engineer, you will:

• Ensure adherence to our operating principle of prioritizing product quality, security, ease-of-use, and flexibility.
• Ensure all customer interactions meet high standards, positioning Duende as a trusted partner in identity and access management.
• Deliver best-in-class customer service and focus on driving customer satisfaction, retention, adoption, growth, and engagement.
• Support pre-, post-sales, and technical onboarding, and participate in community and priority support triage and tickets. This may involve brainstorming with a customer, helping to design architecture, and other means of offering support to address technical and cultural challenges related to adoption.
• Handle technical and development support requests, ensuring fast and effective issue resolution.
• Work with customers to implement systems and processes for seamless onboarding and successful adoption of Duende's solutions.
• Advocate for the customer, ensuring their voice remains at the center of our product development process: we serve development teams first.
• Act as a trusted technical advisor to customers and help detect better solutions to challenges our customers may be facing, while also detecting opportunities for upselling and cross-selling.
• Gather, analyze, and consolidate feedback from customers, community, internal stakeholders, and the market to inform product, sales and engineering decisions.
• Foster strong relationships that promote renewals, retention, and growth, turning customers into brand ambassadors.

The Team

You'll work in a cross-functional, engineering-led, and strategy-focused environment. Success in this role requires strong technical experience, clear communication, and the ability to self-direct and manage a variable workload. You'll interface closely with the broader Customer Success team, Product Owners, Engineering, and Go-To-Market teams.

About You

We are seeking someone who has:

• Has 6+ years of experience in .NET, ASP.NET Core, its authentication/authorization components, and has worked with IdentityServer. Nice-to-have is experience with building single-page applications.
• Experience with OAuth2, OpenID Connect, and general identity management concepts.
• Familiarity with software development practices and cloud platforms like Azure, AWS, Google Cloud Platform, etc.
• Ability to engage with both developers and non-technical stakeholders to understand their needs, provide technical solutions, and gather feedback for product improvement.
• Strong problem-solving skills and patience to handle customer inquiries effectively.
• Is genuinely passionate about helping customers achieve success with the product, and troubleshooting technical issues.
• Self-motivated, with the ability to work independently and take initiative in advocating for both customer success and product improvements.

The near-term focus of this role is in assisting our technical support and pre-sales, with the opportunity to help shape how we handle Customer Success and work with developers as we grow. At Duende, we value curiosity, quality, and respectful dissent in pursuit of the best solutions. We seek team members who embody these values: learner's mindset, data-driven, growth-oriented, enjoy debate, and pursue excellence through hard work and joy.

How to apply?

To apply for this role, please send an email to [email protected] with the subject line [Role - Full Name] and attach your resume.