Senior Customer Success Engineer

 Summary of Position: 

Brinqa is seeking a Senior Customer Success Engineer to lead in the successful deployment of our Cybersecurity Knowledge Platform. We are looking for a senior engineer who can work closely with our customers, Customer Success Managers, Product Engineering Team, and Professional Services Team to design and deploy risk management solutions for Fortune 500 customers. Members of our team enjoy a collaborative work environment focused on delivering real value to real customers.

In this role, you will work closely with customers to understand their needs and will use your skills and experience to deliver the required risk management capabilities available in the Brinqa Platform. You will need to use your expertise to ensure that the deployment provides the value that was discussed during the pre-sales activities.  This role will be pivotal in securing customer satisfaction and success by demonstrating our willingness to listen and serve our customers, providing insight into customer issues and possible solutions that should result in an increase in year-over-year renewals.  Brinqa is in hyper-growth mode and needs engineers who can work both independently and as part of a team.  

The ideal candidate must have a proven background in successfully deploying complex, technical solutions for Fortune 500 customers. The position reports to the Chief Customer Officer

 WHAT YOU WILL DO

• Be the Subject Matter Expert (SME) on our product – on both the technical and the sales strategies
• Act as a trusted technical advisor to our customers and to our internal teams; making decisions on how to best resolve customers’ issues and/or concerns
• Build relationships with customers and the CSMs to enhance the customer success experience; not a reactive only role during a crisis or problem with the customer
• Develop and perform technical audits of the product implementations to resolve escalated issues, suggest technical solutions and best practices throughout their lifetime with Brinqa
• Assist in the preparation of QBRs for our Strategic Customers
• Work with members of the Product Management and Engineering teams to provide client feedback and possible solutions for future releases to benefit the entire customer base
• Develop and maintain a resource library that contains customer requirements, product configuration information, the experiences our customer has with our product, and the recommended solutions or next steps to ensure continuity in future conversations
• Partner with CSMs on regular customer calls to hear first-hand the customer feedback and support the CSMs in their conversations with more specific technical details that may be outside their area of expertise
• Regularly review our customer health dashboard reports to proactively identify customers that may have a gap or downward trend that we could provide insights and possible solutions before it becomes a problem
• Lead and/or actively participate in technical training sessions for internal and external teams on product releases and industry best practices to establish a level of service providing continuous customer success and partnership.

WHAT YOU'LL NEED 

• 4+ years in related Cyber Security or ITSM roles (Technical Support, CSM, TAM, Pre-Sales Engineer, etc.)
• Professional work experience in scripting languages such as Groovy or Python
• Experience in building reporting content that conveys complex information and is visually pleasing
• Thorough understanding of APIs and technical integrations 
• Excellent written and verbal communication skills with an emphasis on clear follow-up process
• Ability to juggle multiple projects and stakeholders
• Ability to gather and understand customer requirements efficiently and able to act as an SME when needed
• Ability to see trends in requests or issues across our customer base and communicate those proactively 
• Ability to clearly articulate technical issues and their impact to both technical and non-technical audiences
• Excellent problem-solving, critical thinking, and analytical skills
• BS in Computer Science, Information Systems Management, or a related field of study
• Authorized to work in the United States 

AND IDEALLY

• Experience with other Risk Management or SIEM solutions
• Experience working with Neo4J
• Master’s or Advanced Degree in Computer Science, Engineering, or related field of study