Customer Success Engineer, UK

ThreatConnect; London; On-site; GBP 40,000 - 70,000; Full time

Job summary

A leading technology company is seeking a Customer Success Engineer to enhance the adoption of their threat intelligence platform. The role involves training users, solving technical problems, and fostering relationships with customers to ensure their success with ThreatConnect. Ideal candidates will have a strong background in customer support and network security technologies.

Qualifications

• 3+ years of customer support experience or network security experience or ThreatConnect experience.
• Excellent knowledge of security solutions including Linux and network architecture.
• Comfortable working with APIs, especially REST APIs.

Responsibilities

• Provide ThreatConnect platform training for software admins and analysts.
• Map customer processes to ThreatConnect capabilities.
• Manage status and communications of service requests and product requests.

Skills

Troubleshooting

Communication

Collaboration

Education

Bachelor's Degree in Computer Science

Master's Degree in Computer Science

Job description

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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

Have the ability to map customer processes, intelligence requirements, and infrastructure into ThreatConnect’s capabilities/data modeling

Eliminate any customer or internal bottlenecks impeding problem resolution

Work with third-party cybersecurity platforms/ tools to help integrate them with ThreatConnect to enable the customer's workflows

Develop an ongoing relationship with the customer and become their advocate for any feature enhancements or support cases

Provide proactive guidance and encourage adoption of the ThreatConnect platform and assist in the deployment of new product releases

Manage the status and internal and customer communications of service requests, product requests, defects, customer project plans, etc.

Identify risks in customers to enable adoption and increase retention

Manage the logistical aspects of any customer-facing events

Travel to customer sites to expedite problem resolution, provide ThreatConnect visibility, facilitate communication, and project management initiatives

Work with Customer Success Manager(s) as a tag team to provide world-class enablement for our customers

Interface with ThreatConnect Product Managers on behalf of assigned accounts

Set and manage expectations with customers’ senior stakeholders and team members

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

Onboard and train with your supervisor or teammates

Acclimate into the role

Understand the tools and different stakeholders

Understand the various roles and responsibilities of team members

At 3 months we’ll expect you to…

Begin initial scoping of projects

Be able to build simple playbooks

Start to provide insight into more complex builds

Be able to work independently on smaller projects

Provide insight to the customer on best practices within the platform

Be able to demo the platform on various levels

At 6 months we’ll expect you to…

Complete more complex builds

Expand on training opportunities for the customer

Lead the technical aspect of customer onboarding (with assistance)

At 12 months we’ll expect you to…

Work independently on all projects

Provide advice and guidance to other departments regarding your subject matter

Scope out 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 experience OR experience in the computer network security industry OR ThreatConnect experience

Bachelor's Degree or Master's Degree in Computer Science or a related discipline OR equivalent experience

Excellent knowledge of a wide variety of security solutions and technologies, including Linux, network architecture, implementation, and configuration, firewall technologies,proxy technologies, anti-virus, spam and spyware solutions (Gateway and SaaS), malware/security experience

Comprehensive understanding of the intelligence lifecycle, information needs, collection, organization, and priority intelligence requirements

Comfortable writing API integrations and working with a variety of technologies in a dynamic customer environment – large focus on REST APIs and network connection troubleshooting

Strong organizational skills with the ability to prioritize and execute in a methodical and disciplined manner

Excellent oral and written communication and presentation skills with the ability to present to a variety of external audiences, including being able to interact with senior executives

The ability to understand and articulate both the business benefits (value proposition) and technical advantages of ThreatConnect products and solutions

Strong troubleshooting skills

Desired Qualifications

Experience in training and course creation

Experience scripting in Python