CUSTOMER SUCCESS ENGINEER

About You 

Senior Customer Success Engineers function as cloud security product experts who identify customer requirements, match them with specific product features, help customers implement key features and document/report configuration as well as product defects. You are responsible for responding to customer queries as subject matter experts in a timely manner and accurately via customer portal, and other channels available to our customers (phone, email, Teams.)  You are passionate about cloud technology, have an aptitude for troubleshooting technical issues under defined time constraints and thrive at delivering great customer experiences. You're looking for a chance to showcase your skills in a fast-paced startup culture and have an appetite for growth. 

Your Impact 

We are looking for a Customer Success Engineer to partner with our customers on technical implementations and ongoing assistance with reported issues and requested feature enhancements. 

Responsibilities include timely resolution of customer queries, advise and guide customers with product features and functionalities. To be successful in this role, you should be an ardent listener to understand customer’s requirements, an excellent communicator to educate customers on product features and build a trust relationship. You should be familiar with customer helpdesk solutions and have a background in computer science and information security.  

Key Responsibilities: 

• Advise customers with prescribed best practices and guide them on successful and timely deployments. 

• On Call Support for Britive customers including answering technical questions, triaging, and troubleshooting reported issues within defined contractual SLAs. 

• Ability to replicate reported issues and identify corrective action, a configuration fix, a product fix, or a feature enhancement. 

• An active contributor to Britive’s internal and customer facing knowledge base, How to Videos and Product best practices guides. 

• Monitor and address customer feedback and queries in social platforms. 

• Generate awareness about new product features with customer communities. 

• Gather customer feedback and act as a link between Customers Success, Sales, Engineering and Marketing teams. 

• Help enable new team members with proprietary product and complimentary technologies. 

What will you need? 

Requirements: 

• Experience in Technical Support Specialist and/or Services Engineering role. 

• Experience with Cybersecurity industry, IAM/PAM domain, and tools. 

• Bachelor’s degree in computer science or information technology.  

• Proficient in technical triaging and troubleshooting methods. 

• Experience using customer helpdesk solutions like Zendesk, project management solutions like Monday.com and JIRA/Confluence. 

• Clear understanding of IAM services of leading Cloud Services Platforms like AWS, GCP, and Azure. 

• Hands-on experience with command line prompts, APIs, SQL, JSON, Terraform and Python. 

• Passionate about working in a fast-paced startup culture. 

• Ability to multi-task and manage competing priorities. 

• Strong client-facing and communication skills. 

• Resourceful, self-learner and problem solver. 

The estimated base salary for this role is $65,000 - $110,000 annually. Individual compensation packages are based on various factors unique to each candidate, including experience, expertise, location, and other factors.