Senior Customer Success Engineer

BetterCloud; Greater London; On-site; GBP 90,000 - 120,000; Full time

Job summary

HUMAN is seeking a Solution Engineer to manage end-to-end integration for our clients, spanning Advertising and Cybersecurity products.

You will work with Sales, Product, Operations, Engineering and Detection to deploy, configure and troubleshoot services, and you will be the technical contact during integration.

The role requires a CS/CE/IT degree or equivalent, and hands-on experience in RTB, viewability, and ad tech.

Qualifications

• Bachelor’s Degree or equivalent experience in Computer Science, Computer Engineering or IT Systems.
• Experience as Solutions Architect, Sales Engineer or Technical Account Manager in Media/Advertising.
• Foundational knowledge of RTB lifecycle, IVT, VAST, and bid flow from SSP to DSP.

Responsibilities

• Act as primary technical contact during product integration and upgrades.
• Coordinate development efforts, troubleshoot issues and report discrepancies.
• Deploy, configure and troubleshoot services with cross-functional teams.
• Develop internal and external technical documentation for self-service.
• Present and explain product functionality to varied audiences including executives.
• Manage multiple projects and track tasks to completion.
• Understand client infrastructure to map HUMAN products to their needs.
• Gather feature feedback from clients and feed into product development.
• Protect client data confidentiality and privacy.
• Be an advocate for HUMAN culture and growth.

Skills

JavaScript

Java

Go

C++

Python

Shell

Node.js

Snowflake

Postman

Swagger

JIRA

Confluence

Chrome DevTools

Education

Bachelor’s Degree or equivalent in Computer Science/Engineering/IT

Tools

Snowflake

Postman

Swagger

JIRA

Confluence

Chrome DevTools

Job description

The Customer Success team at HUMAN is passionate about the Humans we hire to protect the internet. As partners to all areas of the business, we work to empower every team to do the best work of their lives while making HUMAN one of the best places to work. Customer Success is at the core of HUMAN’s operations. We’re looking for a Solution Engineer to join our team to manage the complete end-to-end integration process for our clients, working across all our Advertising and Cybersecurity products. The relationship you build with your clients have a direct impact on our product - both in the short and long term to ensure the needs of the client are heard and met. Our Solution Engineers work closely with Technical Account Managers to ensure happy and satisfied clients, and serve as the subject matter experts across our Media products.

Responsibilities:

• Operates as the primary technical contact for HUMAN’s clients during product integration, taking the lead on coordinating development efforts, running client version upgrades and migrations, troubleshooting technical issues, and reporting discrepancies as they are surfaced.

• Be hyper responsive to team and client inquiries that demand immediate attention and quick turnaround time.

• Work with HUMAN’s Sales, Product, Operations, Engineering and Detection teams to deploy, configure and troubleshoot services for clients.

• Develop technical documentation, both internally and externally, that empower customers to self-serve and improve their own integrations with HUMAN.

• Be a front line product expert. Demonstrate the ability to present and explain, in detail, how HUMAN’s products and services function to a variety of audiences from product and engineering to CEO and leadership members.

• Individually manage multiple simultaneous projects and track tasks to completion.

• Become a student of your Client List - understand your clients infrastructure and services - identify where HUMAN’s products best fit.

• Cultivate collaborative relationships with Sales and Product leads to feed back client feature requirements into our products and services.

• Vigilantly protect the confidentiality and privacy of client data.

• Be Human: Acclimate yourself to HUMAN culture and help us grow even more!

Requirements:

• Bachelor’s Degree or equivalent experience in Computer Science, Computer Engineering or Information Technology Systems.

• Has been a Solutions Architect, Sales Engineer or Technical Account Manager experienced within Media and Advertising, and wants to be a part of creating and evolving new and emerging HUMAN Products.

• Foundational knowledge of Open Real-Time Bidding (RTB) lifecycle, IVT terminology, VAST, and understanding how a bid request travels from SSP to DSP and the role of HUMAN’s products along the journey.

• Knowledge or experience working with viewability and brand-safety products for AdTech companies.

• Familiarity working with advertising transparency standards such as ads.txt, app-apds.txt, and sellers.json files.

• Experience with Programming and Scripting Skills such as HTML, Javascript, Java, Go, C++, Python, Shell, Node.js

• Ability to query datasets in Snowflake to validate integrations, help investigate IVT patterns, and troubleshoot client integrations.

• Familiarity with web troubleshooting tools such as: Chrome DevTools, Postman, Swagger, Fiddler, APIs, etc.

• Familiarity with server, networking, and public/private cloud technologies (e.g., AWS, GCP).

• Experience working with JIRA and Confluence, and writing technical documentation for internal employees and external customers.

• You are accountable and self-motivated - you are eager to learn everyday, own timelines and ensure deliverables are met.

• Command strong organizational and communication skills, while being technically minded with an interest in advertising and click fraud, bot management, and cybersecurity.

About HUMAN Security

HUMAN was founded in a Brooklyn sci-fi bookstore with a hacker mindset and the lofty mission of making the internet safer by putting humans first. Today, our Human Defense Platform safeguards enterprises from sophisticated bots, fraud, and account abuse, verifying the humanity of more than 20 trillion interactions per week for the world’s biggest brands and internet platforms.

HUMAN is an equal opportunity workplace dedicated to protecting the internet's integrity for everyone. We believe in putting people first, embracing diversity of thought from our global teams, and welcoming all individuals to share their unique experiences as we fight cybercrime together. We support our Humans with a comprehensive total rewards package for personal and professional development, including well-being and learning stipends, flexible work options, and dedicated time off. While our HQ is in NYC, we have teams worldwide.

HUMAN is growing fast, and there’s never been a more meaningful time to join us. If you thrive on solving complex problems and want to help shape the future of cybersecurity, join us as we build a safer, more human internet.

If you are an individual with a disability or special need that requires accommodation, please contact us directly.