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Customer Success Engineer

Threat Connect

London, United Kingdom (Remote)

Customer Success Engineer

2 Weeks ago • 3 Years +

Job Summary

Job Description

As a Customer Success Engineer at ThreatConnect, you will be responsible for providing training, mapping customer processes, and integrating third-party cybersecurity platforms. You will also develop customer relationships, provide guidance, and assist in new product releases. The role involves managing service requests, identifying risks, and traveling to customer sites. You will collaborate with Customer Success Managers and interface with Product Managers. This role requires solving problems, collaboration, and excellent communication skills. You will be expected to onboard and train, build playbooks, and eventually lead technical aspects of customer onboarding.

Must have:

3+ years of customer support experience or related field.
Bachelor's or Master's degree in Computer Science or equivalent experience.
Knowledge of security solutions and technologies including Linux and network architecture.
Understanding of intelligence lifecycle and priority intelligence requirements.
Comfortable writing API integrations and troubleshooting network connections.
Excellent oral and written communication and presentation skills.
Strong troubleshooting skills.

Good to have:

Experience in training and course creation.
Experience scripting in Python.

Perks:

Competitive benefits package with comprehensive insurance coverage.
Unlimited paid time off.
Unique perks designed to help you meet your financial and personal goals.

13 skills required

13 skills required for this role

Add these skills to join the top 1% applicants for this job

threat-intelligence

python

linux

business-strategy

team-player

user-research

risk-management

account-management

presentation-skills

saas-business-models

talent-acquisition

organisational-skills

problem-solving

Job Details

Company Background

ThreatConnect enables threat intelligence, security operations, and cyber risk management teams to work together for more effective, efficient, and collaborative cyber defense. With ThreatConnect, organizations can infuse ML and AI-powered threat intel and cyber risk quantification into their work, allowing them to contextualize an evolving threat landscape, prioritize the most significant risks to their business, and operationalize defenses. More than 250 enterprises and thousands of security operations professionals rely on ThreatConnect every day to protect their organizations’ most critical assets.

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!