We're looking for a hardworking, smart, tech-savvy professional with a flair for IT and a passion for solving people's problems. Your responsibilities will involve making sure existing customers are happy and subsequently taking their happiness to the maximum level! You will be the face of the company to the customer and the customer's representative to the company.
With us, you'll move fast, iterate boldly, and scale globally.
You will be:- Providing continuous technical Implementation, support and training for existing/newly arriving customers
- Working with resellers and customers: training their teams on the product, identifying and solving problem areas in their processes to ensure success.
- Working with existing customers to understand their requirements and helping them figure out how the product is the best solution for their problem
- Acting as the primary technical point of contact for customers and partners, performing initial troubleshooting, diagnosing issues, and guiding them through resolution.
- Managing and prioritizing technical support tickets, ensuring timely resolution and proper communication throughout the lifecycle.
- Escalating complex technical issues to R&D teams when necessary, providing detailed context, replication steps, and impact assessment, and following through to resolution.
- Working with the product and marketing teams to familiarize with the product landscape and becoming a technical product expert
- Working with regional leadership to identify problem areas and initiating projects to improve customer satisfaction
- Attending professional events and workshops to build and maintain professional skills and networks
Requirements- Experience with handling and troubleshooting enterprise IT environments (networks, system, security)
- 2-4 years of experience as a Customer success engineer, Solutions Architect or other technical-customer facing role for SaaS companies
- Highly organized and methodical, with the ability to manage, prioritize, and follow through on multiple technical support tickets simultaneously
- Knowledge of various operating systems - Linux (differential), Mac, and Windows - including troubleshooting
- Knowledge with cyber-security terminology
- Automation and scripting abilities (PS, Python, Bash)
- Ability to speak in front of a crowd
- Desire to work as part of a small, do-it-all flexible team - be self-driven, willing to take initiative and effectively managing your time
- Proficiency in English - a must
- Understanding of the enterprise cybersecurity ecosystem and processes - advantage
- Familiarity with vulnerability management and patch management processes - advantage
- Familiarity with the cybersecurity vendor and channel ecosystem, including resellers, distributors, and technology partners - advantage
Department Sales & Marketing Role Customer Support US & LATAM Locations USA - Remote Remote status Fully Remote
