Customer Success Engineer

Why Join HYCU? 

HYCU is the fastest-growing leader in the multi-cloud data protection as a service industry. By bringing true SaaS-based data backup and recovery to both on-premises and cloud-native environments, the company provides unparalleled data protection, migration, disaster recovery and ransomware protection to thousands of companies worldwide. As an award-winning and recognized visionary in the industry, HYCU solutions eliminate complexity, risk and the high cost of legacy- based solutions, providing data protection simplicity to make the world safer. With an industry- leading NPS score of 91, customers experience frictionless, cost-effective data protection, anywhere, everywhere. HYCU has raised $140M in VC funding to date and is based in Boston, Mass. Learn more at www.hycu.com. 

Overview 

As a Customer Success Engineer (CSE), you will be responsible for protecting and growing our SaaS and enterprise cloud customers. You will help Public Cloud and Enterprise administrators dramatically simplify and streamline their entire data protection stack. Identifying solutions to make implementation smooth and efficient, as well as sharing best practices that ease adoption and increase the effectiveness of our platform, are all a part of a typical day for our CSEs. 

The successful candidate enjoys helping customers overcome challenges and achieve their business outcomes. You must be able to cover Central-West time zones. You must be able to think critically to solve difficult technical problems and provide solutions that may not be apparent. The CSE must possess a deep understanding of multi-clouds and data protection and be able to communicate clearly and effectively. 

Location: *This role will cover Central & West regions

Chicago, IL (Hybrid; 3 days onsite/2 days remote) 

Boston, MA (Hybrid; 3 days onsite/2 days remote)

What You’ll Do: 

Be a customer advocate: foster trust, transparency, and confidence with customers 

Build coalition support (IT and business) with customers 

Demonstrate a clear, detailed understanding of the customer’s technology and business challenges and goals 

Value creator: Identify and articulate HYCU value through demonstrations of customer centricity and examples and help build case studies with these outcomes 

Consumption: Analyze what customers are using versus needs while driving greater consumption of HYCU solution and increase customer value 

Technical acumen: Apply customer needs, technical knowledge, product knowledge and deliver best technical value/architecture and successful deployments 

Leverage social, phone, digital, chat to effectively reach and engage customers 

Learning ability: Maintain technical skills and knowledge per market trends and collaborate with technical community 

Make sure customer needs are met with constant and close collaboration with product management, engineering, and account management teams 

Help drive product adoption, promote customer loyalty and on-time renewal 

Measure customer knowledge on cloud/data protection/SaaS and help deliver enablement through partners 

Meet and exceed target for GRR and net recurring revenue by creating opportunities with customers through trusted advisor/advocacy 

Be a Subject Matter Expert (SME) on HYCU products (enterprise and public cloud solutions) 

Focus on the following KPIs: ensuring the customer is leveraging the solution they invested in 

What We’re Looking For: 

Bachelor’s Degree in Computer Science or Equivalent with 5+ years in technical architecture, consulting/engagement, implementation and design or technical support 

4+ years of successful experience in SaaS/IT infrastructure/data protection in enterprise and public cloud, preferably with medium-large customers 

Public cloud certifications are a plus (Azure/AWS/GCP) 

Prior experience in solution architecture and/or solution design or strategic consulting 

In-depth knowledge of Hybrid Cloud environment with IaaS and SaaS environment Knowledge of at least one or more public clouds 

Be customer obsessed and be the voice of customer through customer advocacy and work with internal teams to remove any blockers 

Clear and effective communicator. Able to quickly grasp and explain technological and business concepts 

Creative problem-solver and strategic thinker 

Ability to work cross-functionally and converse with all levels of management 

Possess a growth mindset, has a positive outlook, determined to make the customer a successful one
 

It’s Great if You Have:  

B2B SaaS experience 

Experience within data protection, cloud-native, security, data storage industries 

Drive to build with fast-growing SaaS company 

Attributes of a Successful HYCUer: 

Strategic thinker who thinks outside the box 

Takes responsibility and ownership for driving successful outcomes 

Team collaborator who can inspire and motivate others 

Hands-on and builders' mentality with an entrepreneurial mindset  

Intellectual curiosity, always open for continuous learning  

Results-driven with a winning attitude 

Who We Are: 

Our Core Values: Authenticity, Grit and Empathy are at the heart of everything we do at HYCU. All of us at HYCU take ownership in shaping and contributing to our culture. We pride ourselves in developing an inclusive and diverse company that supports our employees and customers to do extraordinary things.    

The following is how we approach each Core Value:   

Authenticity – To be authentic means to be who we are and do it well. Focus your energy on being who YOU are. Be true to yourself. Authenticity also extends to our products. Understanding where we are truly the best fit for our customers and when we are not. And finally, authenticity in relationships: ensuring that we are honest and do what we say we’re going to do.    

Grit – To win we need to want it. Every team member needs to be able to jump in and help at every turn. Whether it’s staying late to help a colleague or customer or finding a better process and making sure it’s communicated cross-functionally. You just have to do it and love it…and never stop trying.    

Empathy – We need to care about each other, about our clients, about our business, and about the world around us. That might seem like a tall order, but if we don’t live in a constant state of empathy, if we don’t strive to truly put ourselves in another person’s shoes, we cannot truly serve the market. 

"We are at our best when we stay true to our Core Values."
~ Simon Taylor, CEO 

What We Offer: 

Come work for one of CRN’s “Cloud 100 Companies for 2026”. At HYCU you’ll have the opportunity to build your career with a “Visionary” B2B SaaS company from Gartner’s Magic Quadrant for Enterprise BackUp. HYCU provides an excellent benefits package including Medical, Dental, Vision, Life Insurance, 401K match, generous time off, and more. We offer career development programs and an inclusive global culture. All our employees participate in our equity program. 

Pay Transparency 

The anticipated cash compensation range for this position is $125,000 - $160,000 annually. The cash compensation package includes base salary, on-target commission for employees in eligible roles, and annual bonus targets under HYCU's bonus plan for eligible roles. In addition to cash compensation, all roles are eligible to participate in HYCU’s equity plan and benefits program. Individual compensation packages are determined by a combination of factors unique to each candidate, including location, level, relevant experience, and skills. The range displayed on each job posting reflects the minimum and maximum target for the position across all US locations. Actual compensation may deviate from this range based on experience, skills and qualifications. 

Equal Opportunity Employer 

HYCU is an equal opportunity employer and is committed to providing a workplace free from discrimination and harassment. We do not discriminate on the basis of race, color, religion, religious creed, national origin, ancestry, sex, pregnancy, childbirth or related medical conditions, sexual orientation, gender identity or expression, age, disability, genetic information, marital status, military or veteran status, citizenship status, or any other characteristic protected by applicable federal, state, or local laws.