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.

Key Responsibilities

- 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

- Solid 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 environment 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

📌 Customer Success Engineer — CDN & WAF (Bengaluru)
🏢 VergeCloud
📍 Bengaluru