Customer Success Engineer
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Job Description
Customer Success Engineer optimizing customer satisfaction through technical support and implementation for a SaaS vulnerability management platform. Engaging with customers and team to ensure effective solutions provided.
Responsibilities:
- Providing continuous technical Implementation, support and training for existing/newly arriving customers
- Working with resellers and customers: training their teams on the product, identifying and solving problem areas in their processes to ensure success.
- Working with existing customers to understand their requirements and helping them figure out how the product is the best solution for their problem
- Acting as the primary technical point of contact for customers and partners, performing initial troubleshooting, diagnosing issues, and guiding them through resolution.
- Managing and prioritizing technical support tickets, ensuring timely resolution and proper communication throughout the lifecycle.
- Escalating complex technical issues to R&D teams when necessary, providing detailed context, replication steps, and impact assessment, and following through to resolution.
- Working with the product and marketing teams to familiarize with the product landscape and becoming a technical product expert
- Working with regional leadership to identify problem areas and initiating projects to improve customer satisfaction
- Attending professional events and workshops to build and maintain professional skills and networks
Requirements:
- 2-4 years of experience as a Customer success engineer, Solutions Architect, Technical Support Engineer or other technical-customer facing role for SaaS companies
- Highly organized and methodical, with the ability to manage, prioritize, and follow through on multiple technical support tickets simultaneously
- Knowledge of various operating systems - Linux (differential), Mac, and Windows - including troubleshooting
- Knowledge with cyber-security terminology
- Automation and scripting abilities (PS, Python, Bash)
- Ability to speak in front of a crowd
- Desire to work as part of a small, do-it-all flexible team - be self-driven, willing to take initiative and effectively managing your time
- Proficiency in English - a must
- Understanding of the enterprise cybersecurity ecosystem and processes - advantage
- Familiarity with vulnerability management and patch management processes - advantage
- Familiarity with the cybersecurity vendor and channel ecosystem, including resellers, distributors, and technology partners - advantage
Benefits:
- Flexible work arrangements
- Professional development
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