We are seeking a proactive and technically skilled Customer Success Engineer to join our team.

In this role, you will play a crucial part in ensuring our customers achieve success with our video security AI solutions. You will bridge the gap between our technical and customer-facing teams, helping clients optimize their use of our products by understanding their missions and ensuring they derive maximum value and results.

Key Responsibilities

Customer Onboarding

· Facilitate the onboarding process by assisting clients with the installation, integration, and configuration of our video security AI solutions.

· Develop customized onboarding plans tailored to the unique needs and technical environments of each customer.

· Ensure a seamless and efficient transition for customers by providing clear timelines, milestones, and check-ins during the onboarding process.

· Provide expert-level technical assistance to customers, addressing issues related to hardware, software, and network configurations.

· Troubleshoot complex technical problems, escalating when necessary, and collaborating with internal teams to ensure timely resolutions.

· Maintain a knowledge base of common issues and solutions to improve support efficiency and empower customers with self-service tools.

Customer Training

· Conduct in-depth training sessions (virtual or on-site) to educate customers on leveraging product features to meet their specific needs.

· Create user-friendly documentation, video tutorials, and step-by-step guides to enhance customer understanding and adoption of the product.

· Develop customized training programs for customers with advanced use cases or specialized requirements.

Integration Assistance

· Work closely with customers to ensure smooth integration of our video security AI solutions with their existing systems, including APIs, hardware, software, and third-party platforms.

· Assist with configuring AI analytics, ensuring compatibility with various video management systems (VMS) and IoT ecosystems.

· Provide technical guidance on best practices for system architecture, scalability, and security during integration.

Proactive Engagement

· Regularly monitor customer accounts and usage patterns to identify potential issues, bottlenecks, or opportunities for optimization.

· Conduct periodic health checks and provide recommendations for improving system performance and maximizing ROI.

· Build long-term relationships with customers by acting as a trusted advisor, ensuring they achieve their goals with the product.

Feedback Loop

· Act as the voice of the customer within the organization by collecting feedback through direct interactions, surveys, and usage data.

· Collaborate with product and engineering teams to prioritize customer-driven improvements and influence the development of new features.

· Communicate updates on product enhancements and roadmap changes to customers, reinforcing a culture of transparency and collaboration.

Sales Support

· Partner with the sales team to deliver compelling technical presentations, live product demonstrations, and tailored proof-of-concept (PoC) solutions.

· Collaborate on pre-sales engagements to understand customer needs and provide technical input that aligns with their business objectives.

· Prepare detailed technical proposals, including architecture diagrams, system designs, and project documentation, to support bids and responses to RFPs.

· Serve as a technical subject matter expert during sales negotiations, providing insights to address customer concerns and showcase solution capabilities.

Customer Advocacy and Success

· Serve as a dedicated advocate for customer success, ensuring their long-term satisfaction and loyalty.

· Track key performance indicators (KPIs), such as system uptime, issue resolution time, and customer satisfaction scores, to measure success and identify areas for improvement.

· Share customer success stories and case studies with internal teams and stakeholders to highlight the value of the product and foster continuous improvement.

Industry Awareness and Expertise

· Stay updated on advancements in AI, video security, and related industries to provide customers with cutting-edge insights and recommendations.

· Participate in industry events, webinars, and forums to represent the company and deepen expertise in emerging trends and technologies.

Required Skills and Qualifications

· Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent experience.

· Strong understanding of video security systems, AI technologies, and related integrations.

· Experience with APIs, SDKs, and system integration processes.

· Excellent problem-solving skills with a customer-first mindset.

· Strong communication and interpersonal skills to effectively interact with both technical and non-technical audiences.

· Ability to manage multiple customers and projects simultaneously.

· Fluency in both English and Spanish is required.

Preferred Qualifications

· Hands-on experience with video surveillance platforms, AI/ML technologies, or cloud-based solutions.

· Familiarity with networking concepts, including IP cameras, NVRs, and bandwidth optimization.

· Knowledge of programming or scripting languages (e.g., Python, JavaScript) for custom integrations.

· Prior experience in a customer success, technical support, or solutions engineering role.

Why join Irisity?

· Be part of a cutting-edge company revolutionizing video security through AI innovation.

· Work in a dynamic and collaborative environment where your contributions directly impact customer outcomes.

· Opportunities for growth and learning in a fast-paced, technology-driven industry.

Location

Whilst you will be working from your home office, you need to be located in Mexico City, Mexico.

We will be interviewing candidates continuously, so please submit your application as soon as possible via the link. If you have any questions regarding the position, please contact JP Souza, VP of Sales and Operations CALA, at jp.souza@irisity.com.

ABOUT IRISITY

Irisity is a leading provider of AI-powered video analytics solutions. We develop deep learning-based algorithms upgrading security cameras into intelligent detection devices while safeguarding personal integrity. We believe that enhanced AI performance, ethics, and privacy go hand in hand, creating a positive mark within the camera security industry.

Irisity currently serves customers in more than 90 countries, and operates through a network of resellers, partners, security companies, and camera manufacturers globally.

As a global company, we value diverse teams that can contribute to our team success through their unique perspectives, experiences, and backgrounds.

Read more at www.irisity.com