Customer Success Engineer

About the job

You will act as a trusted technical advisor to our customers to help with public cloud security adoption, and to accelerate business value and ROI. In this role, you will work closely with customer Security Architects, Security Engineers, InfoSec and DevOps teams within mid-to-large enterprises to implement best-in-class cloud security solutions. From day one, you will roll up your sleeves and hit the ground running and bring all of your experience to the team to increase customer satisfaction, value, retention, and expansion of our footprint. Most importantly, you have a positive, “can do” attitude and a passion for delivering technical solutions in a fast-paced environment. Job Responsibilities: 1. Ensure customers are maximizing their return on investment by rapidly implementing and operationalizing security solutions to achieve their business and security objectives. 2. Assist customers in implementing custom integrations and workflows to ensure security solutions are fully integrated into their security operations center. 3. Be the first line of defense in solving customer support requests, and coordinating and prioritizing timely resolutions with engineering teams. 4. Serve as a customer advocate in influencing product roadmap and improvements. 5. Coach customers on how to establish and manage their Cloud Security Change Management / Governance / Center of Excellence programs. 6. Identify risks to the customer achieving their stated business goals and work with the account team to build a risk mitigation plan or escalate as needed. 7. Develop a comprehensive understanding of typical business challenges faced by customers and common objectives to appropriately map product features and associated business benefits to address their needs. 8. Our Security team is critical to our success and mission. As part of this team, you enable customers by providing support to clients after they have purchased our products. Our dedication to our customers doesn’t stop once they sign – it evolves. As threats and technology change, we stay in step to accomplish our mission. 9. You’ll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised – in fact, you’ll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus on providing the best customer support in the industry. Candidate Profile: 1. 4-8 years of relevant work experience in solution architecture, technical support, pre-sales, post-sales, technical support, consulting or similar roles desired; strong consulting and project management skills. 2. Ability to clearly articulate technical issues to both technical and non-technical audiences, executives and explain their impact on business both internal and external to the organization. 3. Experience with deploying, operationalizing or supporting one or more cloud applications such as Box, Dropbox, Google Drive, Salesforce.com, is desired. 4. Proven track record of managing customer escalations, balancing customer expectations and negotiating successful resolutions. 5. Ability to multi-task and work in a fast-paced environment. 6. Strong hands-on experience with one or more of the following Cloud Platforms – AWS, GCP and Azure. 7. Strong Knowledge of AWS services and components such as EC2, ELB, VPC, RDS, Route53, S3, Cloud Formation, Cloud Trail, Lambda and IAM etc. In lieu of AWS experience, similar experience with Azure or GCP will be considered. 8. One or more of Architect level AWS Certification, Azure Certification or Google Cloud Certification strongly preferred. Those will Cloud Security Certifications like CCSP will be preferred. 9. Experience deploying and operationalizing Kubernetes, containers, and serverless. 10. Hands-on experience with Linux distributions (RHEL, Debian, Alpine, Ubuntu, Centos, etc.). 11. Exposure to DevOps ecosystem : CI, CD tools, orchestration tools, data center automation, open source tools like Jenkins, Ansible, Terraform etc. 12. Understanding of Networking concepts and experience with multi-vendor networking devices such as routers, switches, firewalls, traffic generators, etc. 13. Experience with Security Solutions, Remote VPNs, IPSEC, PKI & TLS, TCP / IP, DLP, Authentication Protocols (SAML, LDAP, RADIUS, etc.). 14. Knowledge of general security practices and regulatory compliance requirements (CIS, PCI, NIST etc). 15. Experience with one or more scripting languages like Python, PowerShell, JavaScript, etc. 16. Experience with REST APIs. 17. Ability to read and understand JSON. 18. BE / BTech in Computer Engineering / Electronics & Communications Engineering or their equivalent.

Requirements

• Cloud security
• Technical support
• Project management
• Customer advocacy
• Problem-solving

Qualifications

• 4-8 years of relevant work experience
• BE / BTech in Computer Engineering / Electronics & Communications Engineering or equivalent

Preferred Technologies

• Cloud security
• Technical support
• Project management
• Customer advocacy
• Problem-solving