Customer Success Engineer

September 13

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Halcyon

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Description

• Halcyon is looking for a high-performing problem solver and innovator to join our growing Customer Success team as a Customer Success Engineer (CSE). • The Customer Success Engineer drives adoption and demonstrates ongoing value for the Halcyon customers. • You will be responsible for the coordination of all Customer Success activities: onboarding, adoption, support, and retention to secure the expansion of the Halcyon footprint in the customer environment. • Customer Success supports the customers in their journey creating value out of their Halcyon investment to help them achieve their goals, objectives, and desired business outcomes. • The ideal candidate will have a general understanding of cloud, networking, applications, endpoints, and security. • You will foster strong and long-term relationships with our enterprise customers and become their trusted advisor. • You will collaborate closely with Halcyon's Customer Success, Engineering, and Threat Response teams to troubleshoot and resolve customer issues and handle emerging threats, all while delivering top-notch support to our clients. • If you are a self-motivated team player who is eager to learn and can adapt quickly, we encourage you to apply. • Responsibilities include converting customer strategy into a success plan, nurturing customers, providing guidance, monitoring customer health, maintaining communication, escalating issues, and identifying upsell opportunities.

Requirements

• At least five years of related experience in technical customer support or a similar role. • Bachelor's degree in a related field; a Master’s degree or PhD can substitute for equivalent years of experience. • Direct post-sales customer advocacy and engagement experience. • Excellent executive-level communication (written and oral), presentation and interpersonal skills. • Strong experience with customer onboarding and customer success. • Demonstrated success managing customer journeys and engagements. • Experience with application-level support to include installing, configuring, tuning, and performance troubleshooting. • Ability to configure Windows Operating Systems to capture crash dumps and conduct preliminary dump-file analysis. • Proficiency in navigating macOS and Linux operating systems via terminal, with familiarity in executing various terminal commands to effect change or capture device information. • Familiarity with network topologies, edge devices (including routers and proxies) and troubleshooting techniques. • Ability to provide customer support and utilize customer support tools effectively. • Experience with Zendesk, Jira, Postman API, and Salesforce a plus. • Strong verbal and written communication skills, with the ability to interact with stakeholders of varying levels of technical knowledge.