Customer Success Engineer - #34007

As a Customer Success Engineer, you will drive customer adoption and demonstrate the ongoing value of the company’s solutions. You will oversee all Customer Success activities, including onboarding, adoption, support, and retention, to grow the company’s presence within customer environments. A solid understanding of cloud, networking, applications, endpoints, and security is essential. You will cultivate strong, long-term relationships with the enterprise customers, serving as their trusted advisor. Additionally, you will collaborate closely with the company’s Customer Success, Engineering, and Threat Response teams to troubleshoot and resolve customer issues, address emerging threats, and provide exceptional support.

Company Profile:

Our client is a US-based cybersecurity company focused on creating products that protect enterprise customers from ransomware. Founded in 2021 by a team of cybersecurity veterans, they have experience combating ransomware and advanced threats at some of the largest security vendors in the world.

As they continue to expand, they are seeking a high-performing, innovative problem solver to join their growing Customer Success team as a Customer Success Engineer. This role is ideal for individuals who thrive in dynamic environments and are dedicated to delivering exceptional customer experiences.

This is a great opportunity for self-motivated team players who love technology and want to contribute to a company with a clear vision. Our client encourages teamwork and collaboration across different teams, making it an ideal environment for those who are eager to learn and adapt quickly.

Duties and Responsibilities:

• Convert customer strategy and needs into a customer success plan and execute on the plan.
• Nurture customers on their Halcyon journey to discover the full value of the Halcyon platform and services.
• Foster customers through the onboarding process and provide guidance around how they can achieve the maximum adoption and usage of the platform to meet their needs.
• Proactively monitor and report on customer health.
• Maintain regular customer cadence and communication around adoption trends, sentiment, and opportunities for deeper engagement.
• Act as the customer advocate and escalate issues as necessary to expedite solutions and outcomes.
• Work closely with the Halcyon Account Executives and Solution Architects to identify upsell opportunities.
• Perform in-depth analysis and diagnosis for Halcyon Agents operating on Windows, macOS, and Linux.
• Resolve complex technical issues while delivering top-notch support to customers.
• Respond to escalations via phone or email promptly, courteously, and professionally.
• Document technical resolutions in the knowledge base as needed.
• Learn and develop new skills quickly as required.
• Perform other duties as assigned.

Requirements

• At least five years of related experience in technical customer support or a similar role.
• Bachelor's degree in a related field; a Master’s degree or PhD can substitute for equivalent years of experience.
• Direct post-sales customer advocacy and engagement experience.
• Excellent executive-level communication (written and oral), presentation, and interpersonal skills.
• Strong experience with customer onboarding and customer success.
• Demonstrated success managing customer journeys and engagements.
• Experience with application-level support to include installing, configuring, tuning, and performing troubleshooting.
• Ability to configure Windows Operating Systems to capture crash dumps and conduct preliminary dump-file analysis.
• Proficiency in navigating macOS and Linux operating systems via terminal, with familiarity in executing various terminal commands to effect change or capture device information.
• Familiarity with network topologies, edge devices (including routers and proxies), and troubleshooting techniques.
• Ability to provide customer support and utilize customer support tools effectively.
• Strong verbal and written communication skills, with the ability to interact with stakeholders of varying levels of technical knowledge.
• Strong background in troubleshooting/technical support along with great customer service skills.

Advantageous Skills/Experience:

• Experience with Zendesk, Jira, Postman API, and Salesforce a plus.