Customer Success Engineer
Company Background
The ThreatConnect Platform, built on an industry-leading threat intelligence platform, enables security teams to confidently forge their path to smarter security with intel-powered security operations. ThreatConnect enables the operationalization of cyber threat intelligence analysis and management, and by leveraging native automation, orchestration, and knowledge capture, it lets teams work smarter, faster, and better – together.
We offer a competitive benefits package with comprehensive insurance coverage, unlimited paid time off, and unique perks designed to help you meet your financial and personal goals.
We are committed to offering an employment experience and benefits package that enables you and your family to grow with us and share in our success. We love to recognize our employees who have gone above and beyond.
Job Description
ThreatConnect is the most comprehensive threat intelligence platform on the market today. Our platform is used by thousands of organizations, and over 40 of the Fortune 100, to help them quickly aggregate, analyze, and act on their threat data to mitigate risk and threats to their network security.
We're looking for a talented and experienced Customer Success Engineer CSE who can hit the ground running in a fast-paced, quickly evolving environment. The position will report to the Director of Customer Success Engineering.
The right candidate will bring deep knowledge of the ThreatConnect product, related technologies, and the customers’ deployments to solve problems quickly and provide proactive guidance. CSEs are the most elite role in ThreatConnect’s customer support organization, with advanced technical, problem-solving, account management, and customer interaction skills. CSEs are the driving force that empowers customers to become powerful players in the threat intelligence space.
About You
- You love solving problems. You know that designing isn’t just about the end product, but it’s about the journey. Thinking through business strategy and melding it with user research is as fundamental to the process for you as creating wireframes and mockups.
- You are collaborative. You're a team player who puts the interest of the team above your own. You display a positive attitude, are open-minded, and enjoy contributing.
- You are a great communicator. You get your message across clearly to all the necessary teams and individuals within your team.
- You are a quick learner. You love to build new skills and learn new subject matters. You relish the idea of applying your skills to other facets of your life outside of work.
In this role, you’ll get to…
- Provide ThreatConnect platform training for software admins and analyst users while supporting various use cases of the product
- Have the ability to map customer processes, intelligence requirements, and infrastructure into ThreatConnect’s capabilities/data modeling
- Eliminate any customer or internal bottlenecks impeding problem resolution
- Work with third-party cybersecurity platforms/ tools to help integrate them with ThreatConnect to enable the customer's workflows
- Develop an ongoing relationship with the customer and become their advocate for any feature enhancements or support cases
- Provide proactive guidance and encourage adoption of the ThreatConnect platform and assist in the deployment of new product releases
- Manage the status and internal and customer communications of service requests, product requests, defects, customer project plans, etc.
- Identify risks in customers to enable adoption and increase retention
- Manage the logistical aspects of any customer-facing events
- Travel to customer sites to expedite problem resolution, provide ThreatConnect visibility, facilitate communication, and project management initiatives
- Work with Customer Success Manager(s) as a tag team to provide world-class enablement for our customers
- Interface with ThreatConnect Product Managers on behalf of assigned accounts
- Set and manage expectations with customers’ senior stakeholders and team members
In the first month, we’ll expect you to…
- Onboard and train with your supervisor or teammates
- Acclimate into the role
- Understand the tools and different stakeholders
- Understand the various roles and responsibilities of team members
At 3 months we’ll expect you to…
- Begin initial scoping of projects
- Be able to build simple playbooks
- Start to provide insight into more complex builds
- Be able to work independently on smaller projects
- Provide insight to the customer on best practices within the platform
- Be able to demo the platform on various levels
At 6 months we’ll expect you to…
- Complete more complex builds
- Expand on training opportunities for the customer
- Lead the technical aspect of customer onboarding (with assistance)
At 12 months we’ll expect you to…
- Work independently on all projects
- Provide advice and guidance to other departments regarding your subject matter
- Scope out and assist with complex projects
About the Team
- Our Customer Success team is primarily split between the US and the UK.
Required Qualifications
- 3+ years of customer support experience OR experience in the computer network security industry OR ThreatConnect experience
- Bachelor's Degree or Master's Degree in Computer Science or a related discipline OR equivalent experience
- Excellent knowledge of a wide variety of security solutions and technologies, including Linux, network architecture, implementation, and configuration, firewall technologies, proxy technologies, anti-virus, spam and spyware solutions (Gateway and SaaS), malware/security experience
- Comprehensive understanding of the intelligence lifecycle, information needs, collection, organization, and priority intelligence requirements
- Comfortable writing API integrations and working with a variety of technologies in a dynamic customer environment – large focus on REST APIs and network connection troubleshooting
- Strong organizational skills with the ability to prioritize and execute in a methodical and disciplined manner
- Excellent oral and written communication and presentation skills with the ability to present to a variety of external audiences, including being able to interact with senior executives
- The ability to understand and articulate both the business benefits (value proposition) and technical advantages of ThreatConnect products and solutions
- Strong troubleshooting skills
Desired Qualifications
- Experience in training and course creation
- Experience scripting in Python
Research shows that while men apply to jobs when they meet about 60% of job criteria, women and individuals from marginalized groups tend to apply only when they check every box. If you think you have what it takes but you’re not sure that you check every box, apply anyway!
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