About the Role:

We are seeking a technical and customer-oriented individual to join our Customer Success Engineering team. In this role, you will play a critical role in ensuring the success of our customers by providing exceptional technical support, guidance, and training throughout their journey with our product.

Responsibilities:

• Partner with new customers during onboarding, ensuring a smooth and efficient setup process.
• Assist existing customers with new integrations of our product with their workflows.
• Provide ongoing technical support and troubleshooting assistance, resolving customer issues promptly and effectively.
• Proactively identify customer needs and opportunities for product adoption, recommending solutions and best practices.
• Deliver product training and educational resources to help customers maximize the value of their investment.
• Monitor customer health and satisfaction metrics, identifying areas for improvement and proactively addressing potential challenges.
• Collaborate with internal teams (product, engineering, sales) to ensure a seamless customer experience.
• Stay up-to-date on product updates and features, continuously expanding your knowledge base.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related technical field (preferred).
• Minimum of 5 years of experience in a technical support or customer success role, preferably within the cybersecurity.
• Strong understanding of cloud-based technologies and SaaS platforms.
• Excellent communication and interpersonal skills, with the ability to build rapport and trust with diverse customer personalities.
• Proven ability to problem-solve, troubleshoot technical issues, and clearly explain complex concepts to non-technical audiences.
• Excellent written and verbal communication skills, with a focus on delivering clear and concise information.
• Proficient in cybersecurity platforms (MDRs, SIEMs, Cloud, etc.) and client enterprise chat systems (e.g., Teams, Slack).

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