Customer Success Engineer

About Veridapt

Veridapt is a global leader in energy monitoring and asset optimisation solutions. We support customers worldwide through innovative technology, strong engineering capability, and a commitment to continuous improvement and customer excellence.

Our solutions are deployed across tier 1 mining, rail, transport and industrial sectors globally — helping customers optimise assets, improve safety and drive operational efficiency.

The Opportunity

We are seeking a technically diverse, proactive and customer-centric Customer Success Engineer to join our CX team. This role requires someone with a strong technical background who has a customer centric approach to their work to ensure our customers achieve maximum value from our solutions.

You will act as the customer’s primary point of contact and partner with cross-functional teams internally and externally to deliver desired outcomes that support both customer objectives and our growth.

What You’ll Be Doing:

Technical Account Management

• Manage a portfolio of assigned customers to build trusted relationships, understand their business goals, and ensure successful product adoption and value realisation.
• Proactively monitor customer health using metrics, usage data, and regular check-ins; identify risks and opportunities and implement additional features and functionality.
• Collaborate with internal and external stakeholders to solve problems, coordinate resources and achieve desired customer outcomes (including attending site if required).
• Onboard new customers with structured onboarding plans and clear communication to accelerate time-to-value.

🔧 Technical Support & Troubleshooting

• Troubleshooting of software, hardware and system-level solutions
• Diagnosing cloud connectivity, data sync and networking issues
• Supporting on-site technicians and our service partners in the field
• Managing incidents and resolving technical support issues
• Managing customer escalations

🚀 System Deployment & Upgrades

• Managing deployments and value add upgrades of Veridapt applications
• Supporting staged rollouts, rollback validation and user acceptance testing
• Applying structured change management processes

💡 Continuous Improvement

• Identifying and logging product improvement ideas
• Supporting the product team with testing and proof of concepts
• Contributing to retrospectives and process improvements
• Identifying customer growth or upsell opportunities

📚 Knowledge Sharing

• Creating technical documentation and support guides
• Delivering training to end users and technical partners
• Contributing to our internal knowledge base

About you

You have diverse technical knowledge, commercially aware and genuinely customer centric.

We’d love to see:

• You have a technical background - field service experience, Degree in Systems, Electrical, Electronic or Mechatronic Engineering or Cert IV+ in IT, Computer Science, Networking or equivalent
• Strong interpersonal and communication skills (written and spoken English) with the ability to communicate with both technical and non-technical audiences.
• Proven ability to manage multiple customer accounts (including tier one), prioritise tasks, and deliver outcomes in a fast-paced environment.
• Comfortable working with cross-functional and international teams to coordinate delivery and support.
• Analytical mindset with experience using customer health metrics, usage data, and reporting tools to drive decisions.
• Technical aptitude and the ability to learn and explain Veridapt products, understanding of either energy monitoring, instrumentation, control systems or IoT.
• Experience delivering training, producing clear documentation, and running customer workshops or customer reviews.
• Customer-focused approach with strong problem-solving and negotiation skills.
• Experience bringing stakeholders together to solve problems, coordinate resources and achieve desired customer outcomes.
• Valid driver’s license desirable.

*Please note some travel may be required to customer sites in WA, including regional mining towns. Approx a week every 6 months or so.

Working at VERIDAPT:

Our benefits for employees include:

• Hybrid working with laptop supplied
• A $299 annual wellbeing allowance
• 2 additional days of leave - VERI GOOD Days to do something good for charity or your own wellbeing/mental health
• Additional 2-4 weeks of paid parental leave to support parents on top of legislated parental leave
• Free professional employee assistance resource for mental health
• $3000 employee referral payment
• Inclusive fun club that organises activities and events
• Virtual and in-office training and development

If this sounds like the next step for you APPLY NOW!

IMPORTANT you need to have full working rights or a valid visa to work in Australia to be eligible for this role. Sponsorship is NOT available for this position.