Customer Success Engineer

Summary

Join Andesite, a rapidly growing cybersecurity company, as a Customer Success Engineer. This crucial role focuses on ensuring customer satisfaction and maximizing the value of our AI-driven analytics platform. You will be responsible for onboarding new clients, providing technical support, and driving the adoption of our solutions. The ideal candidate possesses a strong technical background, exceptional problem-solving skills, and a customer-first mindset. This position offers a competitive salary, comprehensive benefits, and a flexible remote-first work environment. We are seeking a candidate with 5+ years of experience in a technical customer-facing role within the enterprise cybersecurity space. Andesite is an equal opportunity employer and encourages applications from diverse backgrounds.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent work experience)
• 5+ years of experience in a technical customer-facing role, preferably in the enterprise cybersecurity space
• Strong understanding of cybersecurity technologies, including but not limited to SIEMs, Data Lakes, Endpoint Detection & Response, Threat Intel Platforms, Security
• Proficiency in Python for API interaction and scripting
• Experience with Salesforce CRM for managing customer accounts and tracking success metrics
• Excellent communication and interpersonal skills, with a customer-first mindset
• Ability to work independently and manage multiple customer relationships effectively

Responsibilities

• Lead onboarding sessions to ensure customers understand and successfully deploy our cybersecurity solutions
• Develop and deliver tailored training sessions to enable end-users and administrators
• Assist customers in integrating our solutions into their existing environments, including writing Python scripts for API-based integrations
• Serve as the primary technical point of contact for assigned customers, addressing inquiries and troubleshooting complex issues
• Work with internal teams (e.g., engineering, product management) to resolve technical challenges promptly
• Provide proactive guidance to customers on best practices, upgrades, and optimization strategies
• Utilize Salesforce to track customer interactions, document technical support cases, and report on key customer success metrics
• Monitor customer health metrics to ensure satisfaction and retention
• Conduct regular check-ins and technical reviews to assess solution performance and address evolving needs
• Act as a customer advocate, communicating feedback to product and engineering teams
• Identify upsell and expansion opportunities and collaborate with account managers to drive additional value for customers
• Write and maintain Python scripts to assist customers in automating processes and integrating our solutions with third-party tools
• Guide customers on leveraging APIs for custom workflows and advanced configurations

Preferred Qualifications

• Certifications such as CISSP, CEH, or similar
• Familiarity customer success methodologies
• Experience with cloud platforms like AWS, Azure, or Google Cloud

Benefits

• Top of market salary, bonus, and equity package for an early stage startup
• 100% employer-paid, comprehensive health insurance including medical, dental, and vision for you and your family
• Unlimited PTO, with your manager’s approval
• Flexible work environment where you manage your work day
• A remote-first environment, with occasional travel for in-person collaboration with customers, your team, and teammates
• 14 weeks of fully-paid parental leave