ZeroFox seeks a Platform Engineer to build and deploy platform configurations for our customers while working in tandem with Threat Analysts, Account Management and Technology teams to see issues to resolution. The Platform Engineer will be dedicated to delivering the best in customer platform configuration and service to all of our platform customers and internal business users. In this role, they will take customers through configuration of the ZeroFox platform, working directly with clients to bridge the gap between their business and technical requirements.

The Platform Engineer will be responsible for clearly articulating customer business and technical requirements. The successful applicant will need to nurture relationships, both internally and externally, provide amicable customer solutions, and be technically competent on the ZeroFOX SaaS platform.

As a high-touch, high-value services organization we need team members who are great with customer- facing interactions, have incredible communication skills, and are able to ask great questions. We look for people who are multi-talented, thoughtful listeners and customer-focused problem solvers. Technically- and business-minded Project Managers, Business Analysts, Product Support Specialists or candidates with experience with setup and delivery of similar SaaS products will be given priority consideration.

Role and responsibilities

• Manage multiple customer initiatives while leading platform configuration and technical support efforts for enterprise services organization
• Work with customers to prioritize and document challenges, articulate product solutions that will fit specific requirements, and communicate expectations back to customers
• Improve processes and workflows; participate in improving the services we provide to our platform customers, including but not limited to configuration, product and managed services improvements for the ZeroFOX platform
• Draw upon system architecture and its interrelated components to differentiate between common vs. critical system issues. Escalate to higher tiers of support accordingly
• Communicate system requests / issues / improvements / enhancements, translating them to our cross-functional team(s), if necessary, and following through with our customers
• Think creatively about ways to solve customer problems and increase the level of customer engagement over time
• Manage ZeroFOX platform configurations
• Act as an escalation point for our team and customers
• Optimize configuration and support processes and ensure support quality
• Enable efficiency and customer insight via systems, automation and best practices
• Collaborate with management and cross-functionally with Sales, Product, and Professional Services teams

Requirements

• Successful track record while working in platform support / technical support / implementation with experience in enterprise service support and SaaS offerings, typically obtained in 3-5 years
• Experience with Software as a Service (SaaS) and/or software applications technical support
• Solid organizational & prioritization ability; ability to manage multiple customer initiatives
• Excellent client-facing communications, both written & verbal
• Professional and effective presentation skills
• Technical skills and aptitude (former SaaS experience a plus)
• Systems thinking - knowledge of how to organize data and workflow
• Problem solving - ability to look at problems in multiple ways and provide creative solutions
• Detail-oriented with an analytical mindset
• Experience with Data / Workflow Analysis
• Strong verbal and written communication skills
• Ability to ask leading questions to identify and troubleshoot root of a problem
• Ability to create win-win solutions with customers
• Thought leadership- ability to see big picture to lead a customer to a bigger/better solution
• Customer Management - possessing a solid record of delighting customers
• Empathy - ability to see multiple sides of a challenge, a solution, and their respective ramifications across the business
• Organization - excellent time management
• Proactivity - thinking ahead; solutions-orientation
• Teamwork - recognition of impact and ways to support the team
• Ownership of work - desire and ability to take control and see projects to completion

Desired qualifications and skills

• Previous exposure to cloud computing and API integration work
• Knowledge of data querying, analytics, dashboards, and reporting
• Skill with various workflow tools: JIRA, SQL, SalesForce, Google Suite, Zendesk.
• Eagerness to improve processes and to work smarter, not harder. Constant drive to evolve and reduce redundant work
• Past experience working in software support, configuration and / or training capacity
• Experience with/exposure to 1 or more technologies / languages listed below:
• Java Script (preferred)
• Python
• SQL

Benefits

• Community-driven culture with employee events
• Respectful and nourishing work environment, where every opinion is heard and everyone is encouraged to be an active part of the organizational culture