Customer Success Engineer

We are looking for an enthusiastic and personable Customer Success Manager to oversee and address our customers’ technical needs. As part of this role, you will need to maintain good customer relationships that promote retention and loyalty through maximizing the benefits and use of Cymulate services. During your day to day work you will interface with customers, partners, product management, R&D, marketing and more.

DESCRIPTION

• Ensure customers remain satisfied with the services by educating them about functional capabilities, new product features, and possible upgrades.
• Provide technical support and ad-hoc training to customers who use the company’s product, replying to inbound inquiries.
• Aid with the development and improvement of the product by gathering feedback to identify recurring issues and feature requests and report to the product manager.

REQUIREMENTS

• Minimum 2 years’ experience in Customer Service and/or Tech Support -Must
• Minimum 5 years’ hands-on experience with IT/security products such as Firewalls, DLP, AV, and Endpoint security solutions etc.
• Strong analytical, written, and oral communication including strong presentation and negotiation skills in dealing with customers all levels including management.
• Great interpersonal and relationship-building skills.
• Resolve problems independently and understand escalation procedure
• Ability to quickly adapt and master new technology
• Knowledge of regulatory and compliance requirements (e.g. ISO27K, SSAE16, HIPPA, PCI, FISMA, etc.)
• Significant advantage - Relevant professional experience including working knowledge or high-level awareness of the following technologies:
• Log Management and SIEM (e.g. Splunk, IBM QRadar, HP ArcSite, etc.)
• Firewalls (e.g. PaloAlto Networks, Checkpoint, Cisco ASA, Juniper SSG, PFSense, etc.)
• Routers (e.g. Cisco, Juniper, etc.)
• Network Analysis Tools (e.g. Wireshark, etc.)
• Endpoint Security (e.g. Carbon Black, Symantec, McAfee, Kaspersky, etc.)
• Windows Management (e.g. SCCM, SCOM, Active Directory, Group Policy Objects, etc.)
• Vulnerability Management (e.g. Nexpose, Tenable Nessus, etc.)
• Penetration Testing Tools (e.g. Metasploit, Backtrack, Kali, etc.)
• Experience working for one of the large security product vendors – an advantage
• Experience working for an international SaaS/Web/Tech company – an advantage
• Experience with MITRE Attack Framework