Customer Success Engineer

Summary

Join Britive, a leading cloud security company, as a Senior Customer Success Engineer. You will be a cloud security product expert, identifying customer needs, matching them with product features, and assisting with implementation. Responsibilities include resolving customer queries, advising on product features, and contributing to the knowledge base. You will need experience in technical support and cybersecurity, a bachelor's degree in computer science or IT, and proficiency in troubleshooting and using various tools. The role offers competitive compensation, equity, and benefits including remote work, health insurance, paid parental leave, and more. This is a fast-paced startup environment where you can showcase your skills and grow your career.

Requirements

• Experience in Technical Support Specialist and/or Services Engineering role
• Experience with Cybersecurity industry, IAM/PAM domain, and tools
• Bachelor’s degree in computer science or information technology
• Proficient in technical triaging and troubleshooting methods
• Experience using customer helpdesk solutions like Zendesk, project management solutions like Monday.com and JIRA/Confluence
• Clear understanding of IAM services of leading Cloud Services Platforms like AWS, GCP, and Azure
• Hands-on experience with command line prompts, APIs, SQL, JSON, Terraform and Python
• Passionate about working in a fast-paced startup culture
• Ability to multi-task and manage competing priorities
• Strong client-facing and communication skills
• Resourceful, self-learner and problem solver

Responsibilities

• Advise customers with prescribed best practices and guide them on successful and timely deployments
• On Call Support for Britive customers including answering technical questions, triaging, and troubleshooting reported issues within defined contractual SLAs
• Ability to replicate reported issues and identify corrective action, a configuration fix, a product fix, or a feature enhancement
• An active contributor to Britive’s internal and customer facing knowledge base, How to Videos and Product best practices guides
• Monitor and address customer feedback and queries in social platforms
• Generate awareness about new product features with customer communities
• Gather customer feedback and act as a link between Customers Success, Sales, Engineering and Marketing teams
• Help enable new team members with proprietary product and complimentary technologies

Benefits

• Work from anywhere in the US! We are fully remote (US only, other areas are subject to review)
• Competitive compensation and meaningful equity
• Medical, dental, and vision insurance
• Paid parental leave benefits
• 401k (U.S.)
• Flexible + Unlimited PTO (U.S.)
• Career development opportunities and paths
• Home office and connectivity stipends
• Team socials + Offsites