Customer Success Engineer

WHAT YOU WILL DO:

• 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
• Lead technical onboarding sessions to ensure customers are fully equipped to integrate and optimize Cymulate’s products within their unique environments
• Troubleshoot complex technical issues, identifying root causes and collaborating with internal teams (e.g., Product, R&D) to provide timely solutions for customer challenges
• Develop technical documentation and resources, such as FAQs and best practice guides, to empower customers with self-service tools and reduce inbound support requests
• Proactively monitor customer environments for health and performance, identifying potential issues early and advising customers on preventive measures.

WHAT YOU WILL HAVE:

• Minimum 2 years’ experience in Customer Success and/or Tech Support
• 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
• Experience in scripting or automation (e.g., Python, Bash) to streamline support workflows and enhance troubleshooting capabilities
• A background in cloud security or familiarity with popular cloud platforms (AWS, Azure, GCP) to support customers operating in hybrid or cloud-based environments
• Experience in customer success metrics (e.g. time to value, ticket resolution time, customer satisfaction score) and the ability to manage these to achieve high customer satisfaction and retention

WHAT TECHNOLOGY KNOWLEDGE IS HELPFUL:

• Knowledge of regulatory and compliance requirements (e.g. ISO27K, SSAE16, HIPPA, PCI, FISMA, etc.)
• 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 with MITRE Attack Framework
• Familiarity with cloud-native security tools, such as AWS Security Hub or Azure Security Center, to support customers with cloud infrastructure.
• Hands-on experience with automation and orchestration tools (e.g., Ansible, Terraform) to assist customers in automating security workflows.
• Knowledge of EDR/XDR solutions (e.g., CrowdStrike, SentinelOne) to address inquiries related to endpoint detection and response.