About the Role

We are seeking a Technical Implementation Specialist/Customer Success Engineer to drive successful customer onboarding and ensure long-term product adoption. This role combines deep technical expertise with customer-facing skills to deliver exceptional implementation experiences and ongoing support for our cloud-based solutions.

Up to 30% travel within Abu Dhabi may be required for customer visits and onsite implementations.

Key Responsibilities

Implementation & Onboarding
• Lead end-to-end implementation projects for new customers, from kickoff through go-live
• Design and configure solutions based on customer requirements and best practices
• Conduct technical discovery sessions to understand customer environments and integration needs
• Develop implementation plans, timelines, and success criteria in collaboration with customers
• Configure and deploy solutions within Azure environments, ensuring security and scalability

Technical Delivery
• Build and configure integrations between our platform and customer systems, including SharePoint
• Implement AI agents and LLM-based workflows to automate customer processes
• Troubleshoot technical issues during implementation and provide resolution strategies
• Create custom scripts and automation to streamline deployment processes
• Conduct system testing and validation before production rollout

Customer Success & Support
• Serve as the primary technical point of contact for assigned customers post-implementation
• Conduct training sessions and create documentation for end users and administrators
• Monitor customer health metrics and proactively address adoption challenges
• Identify expansion opportunities and collaborate with sales on upsell initiatives
• Gather customer feedback to inform product roadmap and improvement priorities

Collaboration & Communication
• Partner with Product, Engineering, and Support teams to resolve customer issues
• Document technical solutions, best practices, and lessons learned
• Contribute to knowledge base articles and implementation playbooks
• Participate in customer success reviews and quarterly business reviews

Candidate Requirements

Technical Skills
• 3-5 years of experience in implementation, customer success, or solutions engineering roles
• Strong working knowledge of Microsoft Azure services (Azure AD, Azure Functions, Logic Apps, Storage, etc.)
• Experience with Microsoft Fabric for data integration, analytics, and data warehouse solutions
• Experience with AI agents, LLMs, or conversational AI platforms (ChatGPT, Azure OpenAI, custom agents)
• Basic proficiency with Microsoft SharePoint (Online/On-Premises) including lists, libraries, and basic administration
• Understanding of REST APIs, webhooks, and integration patterns
• Familiarity with scripting languages (Python, PowerShell, or JavaScript)
• Experience with cloud security principles and identity management

Professional Skills
• Excellent communication skills with the ability to explain technical concepts to non-technical audiences
• Strong project management abilities with experience managing multiple implementations simultaneously
• Customer-focused mindset with proven ability to build trusted advisor relationships
• Problem-solving aptitude and ability to work independently in ambiguous situations
• Experience working cross-functionally with product, engineering, and sales teams

Preferred Qualifications
• Experience with prompt engineering and LLM optimization techniques
• Knowledge of Microsoft Power Platform (Power Automate, Power Apps)
• Familiarity with DevOps practices and CI/CD pipelines
• Experience with data integration and ETL processes
• Background in SaaS or enterprise software companies
• Azure certifications (AZ-900, AZ-104, or AI-102)
• Experience with customer success platforms (Gainsight, Totango, ChurnZero)
Education
• Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent practical experience)

Disclaimer:

This job posting is not open to recruitment agencies. Any candidate profile submitted by a recruitment agency will be considered as being received directly from an applicant. Contango reserves the rights to contact the candidate directly, without incurring any obligations or liabilities for payment of any fees to the recruitment agency.