Product Success Engineer

Product Success Engineer

Who We Are 

Cobalt was founded on the belief of a fundamental human aspiration: the desire to live better and safer. It all started in 2013, when our founders realized that pentesting can be better. Today our diverse, fully remote team is committed to helping organizations of all sizes with seamless, effective and collaborative Offensive Security Testing that empower organizations to OPERATE FEARLESSLY and INNOVATE SECURELY.

Our customers can start a pentest in as little as 24 hours and integrate with advanced development cycles thanks to the powerful combination of our SaaS platform coupled with an exclusive community of testers known as the Cobalt Core. Accepting just 5% of applicants, the Cobalt Core boasts over 400 closely vetted and highly skilled testers who jointly conduct thousands of tests each year and are at the forefront of identifying and helping remediate risk across a dynamically changing attack surface.

Cobalt is an Equal Opportunity Employer and we strive to build a diverse and inclusive workforce at our company. At Cobalt we aspire to engage with diverse individuals, communities, and organizations in order to continue to nurture our unique rich diverse culture. Join our team, and be your true self to do your best work. 

Description

As a Product Success Engineer at Cobalt, you will shape and scale our support processes, documentation, tools and workflows. Part of your time will be dedicated to directly supporting our customers and staff by triaging inquiries from various channels, providing Level 1 support (via chat, email, or video calls) for common inquiries or facilitating and tracking escalation flows. The rest you’ll focus on enhancing our support efficiency and effectiveness by continually improving self-service channels, such as our customer-facing and internal product documentation, tuning AI/LLM systems to provide quality and reliable guidance, and collaborating with business and product teams on platform or operational improvements to address common support issues. 

Our ideal candidate is passionate about customer support, excels in problem-solving, and brings a proactive mindset, always seeking ways to optimize or automate processes to get customers the answers they need faster while enabling our teams to focus on new and bigger challenges. 

This role will work remotely, but must be located in the US Eastern timezone, available from 8am to 5pm ET. 

What You'll Do

• Support Excellence: Triage customer and internal support inquiries, directly providing Level 1 support or escalating to appropriate teams, and tracking cases to ensure quick and effective resolution. Common issues you’ll support with may include:

1. Consulting customers on how to best utilize, customize and implement Cobalt’s integration and API solutions
2. Helping users optimize their configuration of our automated security tools to maximize coverage and efficacy for their applications
3. Assisting customers with connecting their identify management systems, configuring access controls, or troubleshooting login issues 
4. Facilitating operational workflows and coordinating internal approvals 

• Support Process & Tooling:  Design, operationalize, and maintain scalable support processes and tooling for case management, escalations, tracking and reporting.  
• Knowledge Management:  Maintain our product documentation, ensuring our documentation follows best practices, and continually updating content with troubleshooting guides and self-service materials that enable customers and staff to get answers when they need them and limiting support touchpoints. 
• In-App Help Desk: Collaborate closely with Software Engineers to integrate a help desk solution, including an AI-driven chat support bot, into our platform and data reporting systems.  
• Change Management:  Partner with the Product team to prepare announcements, documentation, FAQs and release notes for new product launches, and continually update internal materials to enable sales and customer success teams to effectively support the product. 
• Cross-Functional Collaboration: Work with various teams to understand support needs, and share insights and solutions to common customer/internal challenges to inform product improvements and innovation.
• Inform Product Improvements:  Consolidate insights and feedback on customer pain points to help inform product improvements and roadmap. 

You Have

• Proven Expertise: Minimum of 3 years of technical product support experience. 
• Technical Writing: Expertise with technical writing, able to communicate complex and technical concepts in simple ways, in the form of product documentation, in-app content, how-to guides, diagrams, playbooks and other supporting materials. 
• Ticketing Tools:  Proficiency with configuring, integrating and operating support and development ticketing systems such as Jira, Github, and Zendesk.
• Problem Solving: Excellent problem-solving skills, with the ability to interpret data and derive actionable insights.
• Stakeholder Management: Excellent verbal and written communication skills, enabling effective collaboration in a remote setting, and the ability to build relationships across functions.
• Entrepreneurial Mindset: Eagerness to learn new technologies and approaches, with a proactive mindset and willingness to contribute ideas.

Bobus to have

• DevSecOps Proficiency:  Fluency with development, security and reporting tools, such as Google BigQuery, Looker Studio, ServiceNow, Github, PowerBI, etc. 
• Workflow Automation:  Experience with low-code/no-code automation tools, such as Workato and Zapier.
• Programming:  Familiarity with coding frameworks, such as Python, Javascript, SQL. Understanding of how REST APIs work, and how to interact with an API using a tool like Postman. 
• AI and ML Knowledge:  Understanding of Machine Learning and Generative AI. 

Why You Should Join Us

• Grow in a passionate, rapidly expanding industry operating at the forefront of the Pentesting industry 
• Work directly with experienced senior leaders with ongoing mentorship opportunities
• Earn competitive compensation and an attractive equity plan
• Save for the future with a 401(k) program (US) or pension (EU) 
• Benefit from medical, dental, vision and life insurance (US) or statutory healthcare (EU)
• Leverage stipends for:
• Wellness
• Work-from-home equipment & wifi
• Learning & development
• Make the most of our flexible, generous paid time off and paid parental leave 

Pay Range Disclosure (For US openings only)

Cobalt is committed to fair and equitable compensation practices. The salary range for this role is ($96,800- $121,000) per year + equity + benefits. A candidate’s salary is determined by various factors including, but not limited to, relevant work experience, skills, and certifications.  The salary range may differ in other states and may be impacted by proximity to major metropolitan cities. 

Cobalt (the "Company") is an equal opportunity employer, and we want the best available persons for every job. The Company makes employment decisions only based on merit. It is the Company's policy to prohibit discrimination in any employment opportunity (including but not limited to recruitment, employment, promotion, salary increases, benefits, termination and all other terms and conditions of employment) based on race, color, sex, sexual orientation, gender, gender identity, gender expression, genetic information, pregnancy, religious creed, national origin, ancestry, age, physical/mental disability, medical condition, marital/domestic partner status, military and veteran status, height, weight or any other such characteristic protected by federal, state or local law. The Company is committed to complying with all applicable laws and providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Company regardless of where the employee is located and prohibits unlawful discrimination by any employee of the Company.

Cobalt is an E-Verify employer. E-Verify is an Internet-based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA). It allows participating employers to electronically verify the employment eligibility of their newly hired employees in the United States.