Technical Customer Success Engineer

iboss; United States; On-site; USD 90,000 - 150,000; Full time

Benefits offered by this job

401K with company match

Unlimited Paid Time Off

Company-paid holidays

Health, Vision, Dental

Job summary

iboss is a cloud security company enabling secure, direct access to applications from anywhere. The Technical Customer Success Engineer will guide government, education and enterprise customers through design, integration, implementation and training of iboss products and services.

You will drive renewals and expansions, partner with product teams to influence roadmaps, and maintain strong relationships while working hands-on with networks and security technologies.

Qualifications

• Previous technical support experience.
• Previous sales engineering or technical account manager experience.
• Experience designing and supporting multilayer IP networks; routing and switching.
• Experience with network security; firewalls, intrusion prevention, risk assessment, pen testing, content filtering, PKI, SSL/TLS.
• Experience/familiarity with managing enterprise deployments of iOS, Android, and Chromebook devices.
• Experience managing large (>1k seat) Windows and Mac workstation deployments.
• Experience managing DNS; Microsoft or Bind.
• Experience with acquiring and analyzing packet captures.
• Willing to travel 10% of the time.

Responsibilities

• Ensure that customer desired outcomes are achieved through proactive cadence driven outreach.
• Manage and prioritize assigned portfolio of customers to ensure each customer is successful and satisfied.
• Act as the customer’s go-to iboss subject matter expert when they are planning changes or enabling new capabilities.
• Advise customers about new products and feature enhancements.
• Provide feedback to product management, engineering, and R&D teams.
• Working with our technical support teams, ensure that any identified complex technical support inquiries are solved in a timely and professional manner.
• Document interactions comprehensively for auditing and record keeping purposes.
• Help customers measure success by baselining current vs future state.
• Work with team leads and management to bubble up recurring issues or opportunities for product or process improvements.
• Create, provide, and present quotations to customers.
• Acquire purchase orders from customers.
• Create and submit knowledgebase entries to help improve customer self-service capabilities.
• Create and maintain internal knowledge systems to assist other internal team members.
• Stay abreast of product changes, working with lab and test systems to come up to speed quickly with new capabilities, devices, and features.
• Attend and present at trade shows and on-site training.

Skills

Technical support

Sales engineering

Technical account management

IP networking

Network security

Device management (iOS/Android/Chromeb

Windows & Mac deployment

DNS management

Packet captures

Customer-focused

Tools

Wireshark

Job description

iboss is a cloud security company that enables the modern workforce to connect securely and directly to all applications from wherever they work. Built on a containerized cloud architecture, iboss delivers security capabilities such as SWG, malware defense, RBI, CASB and data loss prevention to all connections via the cloud, instantaneously and at scale. This eliminates the need for traditional network security appliances, such as VPNs, firewalls and web gateway proxies, which are ineffective at protecting a cloud-first and mobile world. Leveraging a purpose-built cloud architecture backed by 230+ issued and pending patents and more than 100 points of presence globally, iboss processes over 150 billion transactions daily, blocking 4 billion threats per day.

More than 4,000 global enterprises trust the iboss Cloud Platform to support their modern workforces, including a large number of Fortune 500 companies. To learn more, visit https://www.iboss.com/.

Job Description

Technical Customer Success Engineers play an advisory role to customers, build long-term strategic relationships with customers and partners and have a mission of ensuring that iboss customers achieve their desired outcomes through the interactions they have with our product and team members. Technical Customer Success Engineers will work with government, K12, commercial and enterprise customers via live chat, email, web-based ticket systems, telephone, and in some cases in person interactions. Interactions are primarily proactive, outbound, and on a customer defined cadence.

You will assist customers with designing, integrating, implementing, and training on iboss products and services. In this role you can expect to be very hands-on with technology and will also be responsible for the commercial aspects of the relationship which include renewing and expanding the services that customers subscribe to. You will be a technical customer advocate; internally partnering with product management, engineering, and R&D resources to influence the product roadmap in alignment with feedback acquired in the field directly from customers.

An ideal candidate for this role will have a wide breadth of knowledge and experience with enterprise networks, systems, cybersecurity and sales engineering or technical account management. We’ll provide the opportunity for you to work with some of the largest and most complex networks on the planet, providing a service that helps protect organizations and users from threats.

Responsibilities

• Ensure that customer desired outcomes are achieved through proactive cadence driven outreach
• Manage and prioritize assigned portfolio of customers to ensure each customer is successful and satisfied
• Act as the customer’s go-to iboss subject matter expert when they are planning changes or enabling new capabilities
• Advise customers about new products and feature enhancements
• Provide feedback to product management, engineering, and R&D teams
• Working with our technical support teams, ensure that any identified complex technical support inquiries are solved in a timely and professional manner.
• Document interactions comprehensively for auditing and record keeping purposes
• Help customers measure success by baselining current vs future state
• Work with team leads and management to bubble up recurring issues or opportunities for product or process improvements.
• Create, provide, and present quotations to customers
• Acquire purchase orders from customers
• Create and submit knowledgebase entries to help improve customer self-service capabilities.
• Create and maintain internal knowledge systems to assist other internal team members
• Stay abreast of product changes, working with lab and test systems to come up to speed quickly with new capabilities, devices, and features.
• Attend and present at trade shows and on-site training

Qualifications

• Previous technical support experience
• Previous sales engineering or technical account manager experience
• Experience designing and supporting multilayer IP networks; routing and switching
• Experience with network security; firewalls, intrusion prevention, risk assessment, pen testing, content filtering, PKI, SSL/TLS
• Experience/familiarity with managing enterprise deployments of iOS, Android, and Chromebook devices
• Experience managing large (>1k seat) Windows and Mac workstation deployments
• Experience managing DNS; Microsoft or Bind
• Experience with acquiring and analyzing packet captures
• Highly developed sense of integrity and commitment to customer satisfaction
• Willing to travel 10% of the time
• Health, Vision, Dental - open to domestic partners
• 401K with company match
• Unlimited Paid Time Off (PTO)
• Company-paid holidays

The duties and responsibilities described above are essential functions of the job.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, status as a veteran or as an individual with a disability.

*This position is not eligible for sponsorship of work visas