Customer Success Engineer (CSE)

Company Description
ThreatConnect, Inc. is the leading provider of advanced threat intelligence products and services including ThreatConnect?, the most comprehensive Threat Intelligence Platform (TIP) on the market. ThreatConnect delivers a single platform in the cloud and on-premises to effectively aggregate, analyze, and act to counter sophisticated cyber-attacks. Leveraging advanced analytics capabilities ThreatConnect offers a superior understanding of relevant cyber threats to business operations. To register for a free ThreatConnect account, or to learn more about our products and services, visit: www.threatconnect.com.
Job Description
ThreatConnect is the most comprehensive Threat Intelligence Platform on the market today. Our platform is used by thousands of organizations, and over 40 of the Fortune 100, to help them quickly aggregate, analyze, and act on their threat data to mitigate risk and threats to their network security.
We're looking for a talented and experienced Customer Success Engineer (CSE) that can hit the ground running in a fast paced, quickly evolving environment. The position will report to the Director of Customer Success and will provide solutions based support to the company's most important customers. The right candidate will bring deep knowledge of the ThreatConnect product, related technologies and their customers' deployments to solve problems quickly and provide proactive guidance. CSEs are the most elite role in ThreatConnect' s customer support organization, with advanced technical, problem solving, account management and customer interaction skills. CSE's are the driving force that empowers customers to become powerful players in the threat intelligence space.
ThreatConnect, Inc. offers a competitive salary with performance based incentives.
Role and Responsibilities:
Architect, plan, and deploy ThreatConnect deployment within customer networks or within the cloud
Provide training for software admins, analyst users, and executives supporting various use-cases of the product
Ability to map customer processes and structure into ThreatConnect capabilities/data modeling
Provide developer training to customers that wish to build their own capabilities using the product's open API
Drive elimination of any customer or internal bottlenecks impeding problem resolution
Develop ongoing relationship with customer and become their advocate
Provide proactive guidance and encourage adoption and assist in deployment of new product releases
Manage the status and internal and customer communications of service requests, product requests, defects, customer project plans, etc.
Conduct regular reviews (at least quarterly) of service delivery quality, industry threat assessments and solicit feedback on service delivery and product capabilities and quality
Manage the logistical aspects of any events, on-sites, or remotely attended customer facing events in order to fulfill agreement obligations
Travel to customer sites to expedite problem resolution, provide ThreatConnect visibility, facilitate communication and project manage initiatives
Work with the RSMs to develop sales activities
Interface with ThreatConnect Product Managers on behalf of assigned accounts
Qualifications
Bachelor Degree or Masters Degree in Computer Science or related discipline OR equivalent experience
Excellent knowledge of a wide variety of security solutions and technologies, including: Linux, Network architecture/implementation/configuration experience, Firewall technologies, proxy technologies, anti-virus, spam and spyware solutions (Gateway and SaaS), Malware/security experience
Comfortable writing API integrations and working with a variety of technologies in a dynamic customer environment
7+ years customer support experience in the computer network security industry
Strong leadership skills with the ability to prioritize and execute in a methodical and disciplined manner. Set and manage expectations with senior stake-holders and team members
Excellent communication and presentation skills with the ability to present to a variety of external audiences, including being able to interact with senior executives
Exceptional written communication. This role requires an ability to understand and articulate both the business benefits (value proposition) and technical advantages of ThreatConnect products and solutions
Additional Information
All your information will be kept confidential according to EEO guidelines.

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