Customer Solution Engineer

Summary

Join Axonius's growing Customer Solution team as a Customer Solution Engineer. Bridge the gap between customers and the product, ensuring their success. Collaborate with various teams, manage feature requests, and translate customer needs into actionable insights. Conduct technical research for integrations, enhance knowledge bases, and analyze patterns to improve processes. This role requires 2+ years in a customer-facing position and strong communication skills. Axonius offers a remote-first culture, excellent benefits, and opportunities for career growth.

Requirements

• 2+ years in a customer-facing position (Customer Solution, Customer Success, Technical Account Manager, Sales Engineer, Technical Support)
• Highly proficient in English, spoken and written
• Self-driven with a strong desire to continuously improve the company’s procedures and processes
• Ability to effectively communicate complex technical subjects to both external and internal parties and understand software development concepts

Responsibilities

• You'll be the bridge between our customers and our product, ensuring their success and contributing directly to our evolution
• Global Collaboration: Partner with Product, Customer Success, Technical Support, R&D, and Management teams
• Feature Request Ownership: Manage and resolve all customer feature requests
• Customer Advocacy: Translate customer requirements and use cases into actionable insights aligned with our product roadmap
• Engineering Liaison: Classify and assign tasks to Engineering Groups
• Communication & Solution Identification: Proactively find existing product solutions for customer needs and communicate about feature delivery
• Integration Research: Conduct technical research for third-party integrations and collaborate with engineers to define and understand technical requirements
• Knowledge Base Improvement: Recommend enhancements to our knowledge bases
• Pattern Analysis: Identify recurring requests and key trends
• Process Enhancement: Provide feedback for ongoing process and procedure improvements

Preferred Qualifications

• Experience working in a ticketing environment with a high volume of requests
• Experience with Jira and Zendesk
• Confident in discussing customer requirements via email and Zoom calls when needed
• Experience in project management, product management, or in the Cyber Security Industry
• Able to work or travel to the Austin office once a quarter

Benefits

• Remote-first culture
• Great people
• A focus on career growth
• Next level benefits
• 100% coverage of 2 different tiers of employee healthcare premiums
• Dental, vision, and 401k match
• Top-notch family leave options
• 17 weeks of parental leave for primary caregivers and 8 weeks for secondary caregivers
• Additional time off for important life events like marriage, birth of a grandchild, and more!
• We give back
• Corporate social responsibility partnerships, employee giving opportunities , and volunteer time off
• Competitive compensation
• Market rate salaries, bonuses, or commissions
• Stock options for all full time employees with equity refresh opportunities
• DEI focused
• Highly supported Employee Resource Groups (ERG)
• Executive-level diversity and inclusion goals
• Training, events, and mentorship options