Customer Success Engineer

1 Day ago • 3 Years +

Job Summary

Job Description

The Customer Success Engineer (CSE) role at ThreatConnect involves providing platform training, mapping customer processes, integrating third-party cybersecurity tools, developing customer relationships, and proactively guiding adoption of the ThreatConnect platform. CSEs manage service requests, identify risks, and manage customer-facing events. They also travel to customer sites and work with Customer Success Managers to provide enablement. The role requires excellent communication skills, strong troubleshooting abilities, and a comprehensive understanding of the intelligence lifecycle. They also need to set and manage expectations with customers’ senior stakeholders and team members.
Must have:
  • 3+ years of customer support experience or similar.
  • Bachelor's or Master's in Computer Science or related field.
  • Excellent knowledge of security solutions and technologies.
  • Understanding of the intelligence lifecycle.
  • Comfortable writing API integrations and troubleshooting.
  • Strong organizational and prioritization skills.
  • Excellent oral, written, and presentation skills.
  • Ability to understand and articulate business and technical advantages.
  • Strong troubleshooting skills.
Good to have:
  • Experience in training and course creation.
  • Experience scripting in Python.
Perks:
  • Comprehensive insurance coverage
  • Unlimited paid time off
  • Unique perks designed to help you meet your financial and personal goals

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!

Similar Jobs

Microsoft - Incident Response Engineer - CIRT

Microsoft

Sydney, New South Wales, Australia (Remote)
2 Weeks ago
Iron Mountain - Security Operations Specialist – SIEM & SOAR

Iron Mountain

(Remote)
1 Day ago
Google - Cyber Security Intelligence Instructor

Google

United Arab Emirates (On-Site)
2 Days ago
Microsoft - Senior Full Stack Software Engineer - Microsoft Threat Protection

Microsoft

Tel Aviv-Yafo, Tel Aviv District, Israel (On-Site)
1 Week ago
PwC - Security Operations Center and Incident Response Manager

PwC

Makati, Metro Manila, Philippines (On-Site)
7 Months ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

ByteDance - Senior Infrastructure Security Engineer, Security Assurance

ByteDance

Singapore (On-Site)
6 Months ago
Rackspace Technology - SOC Lead (Sentinel experience required)

Rackspace Technology

India (Remote)
3 Months ago
Interactive Brokers - Manager Incident Response and Threat Intelligence

Interactive Brokers

Mumbai, Maharashtra, India (Hybrid)
9 Hours ago
Netflix - Security Engineer L5, Incident Response

Netflix

Poland (Remote)
2 Weeks ago
Aryaka - Senior Sales Engineer

Aryaka

(Remote)
1 Month ago
ByteDance - Red Team Engineer, Security Assurance

ByteDance

Singapore (On-Site)
6 Months ago
Crowd Strick - GSI Solution Architect

Crowd Strick

(Remote)
20 Hours ago
Google - Technical Security Advisor, Cloud Security

Google

São Paulo, State Of São Paulo, Brazil (On-Site)
2 Weeks ago
anavatio  - Cybersecurity Analyst

anavatio

Clarksburg, West Virginia, United States (On-Site)
1 Month ago
Postman - Senior Security Engineer, Detection & Response

Postman

Bengaluru, Karnataka, India (On-Site)
6 Months ago

Get notifed when new similar jobs are uploaded

Jobs in Worldwide

Looks like we're out of matches

Set up an alert and we'll send you similar jobs the moment they appear!

Similar Category Jobs

Looks like we're out of matches

Set up an alert and we'll send you similar jobs the moment they appear!