Customer Success Engineer

6 days ago

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Cymulate

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Cyber Posture • Cyber Attack Simulation • Security posture assessment • breach and attack simulation • validate controls

201 - 500

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 • 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.

Requirements

• 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