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.

- 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 setting 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

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Customer Success Engineer CDN (Bengaluru)
🏢 VergeCloud
📍 Bengaluru