Customer Success Engineer

ThreatConnect; London; On-site; GBP 50,000 - 70,000; Full time

Job summary

Join a leading company as a Customer Success Engineer where you'll leverage your expertise in cybersecurity and customer support to empower clients in utilizing the ThreatConnect platform. You'll provide training, manage service requests, and develop relationships with customers, ensuring they maximize their use of the platform. This role requires strong problem-solving skills, excellent communication, and a collaborative mindset. You'll work in a dynamic environment with opportunities for professional growth and development.

Benefits

Comprehensive insurance coverage

Unlimited paid time off

Qualifications

• 3+ years of customer support or cybersecurity experience.
• Knowledge of security solutions and technologies.

Responsibilities

• Provide platform training for software admins and analyst users.
• Map customer processes into ThreatConnect’s capabilities.
• Manage service requests and product requests.

Skills

Problem Solving

Collaboration

Communication

Quick Learning

Organizational Skills

Troubleshooting

Education

Bachelor's Degree in Computer Science

Master's Degree in Computer Science

Tools

API Integrations

REST APIs

Linux

Job description

Join to apply for the Customer Success Engineer role at ThreatConnect

Company Background

ThreatConnect enables threat intelligence, security operations, and cyber risk management teams to work together for more effective, efficient, and collaborative cyber defense. With ThreatConnect, organizations can infuse ML and AI-powered threat intel and cyber risk quantification into their work, allowing them to contextualize an evolving threat landscape, prioritize the most significant risks to their business, and operationalize defenses. More than 250 enterprises and thousands of security operations professionals rely on ThreatConnect every day to protect their organizations’ most critical assets.

We offer a competitive benefits package with comprehensive insurance coverage, unlimited paid time off, and unique perks designed to help you meet your financial and personal goals.

We are committed to offering an employment experience and benefits package that enables you and your family to grow with us and share in our success. We love to recognize our employees who have gone above and beyond.

Job Description

ThreatConnect is the most comprehensive threat intelligence platform on the market today. Our platform is used by thousands of organizations, and over 40 of the Fortune 100, to help them quickly aggregate, analyze, and act on their threat data to mitigate risk and threats to their network security.

We're looking for a talented and experienced Customer Success Engineer (CSE) who can hit the ground running in a fast-paced, quickly evolving environment. The position will report to the Director of Customer Success Engineering.

The right candidate will bring deep knowledge of the ThreatConnect product, related technologies, and the customers’ deployments to solve problems quickly and provide proactive guidance. CSEs are the most elite role in ThreatConnect’s customer support organization, with advanced technical, problem-solving, account management, and customer interaction skills. CSEs are the driving force that empowers customers to become powerful players in the threat intelligence space.

About You

• You love solving problems. You know that designing isn’t just about the end product, but it’s about the journey. Thinking through business strategy and melding it with user research is as fundamental to the process for you as creating wireframes and mockups.
• You are collaborative. You're a team player who puts the interest of the team above your own. You display a positive attitude, are open-minded, and enjoy contributing.
• You are a great communicator. You get your message across clearly to all the necessary teams and individuals within your team.
• You are a quick learner. You love to build new skills and learn new subject matters. You relish the idea of applying your skills to other facets of your life outside of work.

In this role, you’ll get to…

• Provide ThreatConnect platform training for software admins and analyst users while supporting various use cases of the product
• Map customer processes, intelligence requirements, and infrastructure into ThreatConnect’s capabilities/data modeling
• Eliminate bottlenecks impeding problem resolution
• Work with third-party cybersecurity platforms/tools to help integrate them with ThreatConnect to enable customer workflows
• Develop ongoing relationships with customers and advocate for feature enhancements or support cases
• Provide proactive guidance and encourage adoption of the ThreatConnect platform and assist in deploying new product releases
• Manage service requests, product requests, defects, and project plans communication
• Identify risks to enable adoption and increase retention
• Manage logistics of customer-facing events
• Travel to customer sites for problem resolution, visibility, communication, and project management
• Work with Customer Success Managers to provide world-class enablement
• Interface with ThreatConnect Product Managers for assigned accounts
• Set and manage expectations with customer stakeholders

In the first month, we’ll expect you to…

• Onboard and train with your team
• Acclimate into the role
• Understand tools and stakeholders
• Learn team roles and responsibilities

At 3 months we’ll expect you to…

• Begin project scoping
• Build simple playbooks
• Provide insight into complex builds
• Work independently on smaller projects
• Advise on best practices
• Demo the platform at various levels

At 6 months we’ll expect you to…

• Complete complex builds
• Expand training for customers
• Lead technical onboarding (with assistance)

At 12 months we’ll expect you to…

• Work independently on all projects
• Advise other departments
• Scope and assist with complex projects

About The Team

• Our Customer Success team is primarily split between the US and the UK.

Required Qualifications

• 3+ years of customer support or cybersecurity industry experience, or ThreatConnect experience
• Bachelor's or Master's Degree in Computer Science or related field, or equivalent experience
• Knowledge of security solutions and technologies (Linux, network, firewalls, anti-virus, etc.)
• Understanding of the intelligence lifecycle
• Experience with API integrations, REST APIs, and troubleshooting
• Strong organizational skills
• Excellent communication and presentation skills, including interacting with senior executives
• Ability to articulate business and technical benefits of ThreatConnect products
• Strong troubleshooting skills

Desired Qualifications

• Experience in training and course creation
• Scripting in Python

Research shows that while men apply to jobs when they meet about 60% of job criteria, women and marginalized groups tend to apply only when they check every box. If you think you have what it takes but aren’t sure you meet all criteria, apply anyway!