Copy of Client Success Engineer

Soteria - Security Solutions & Advisory

3h•Remote

About The Position

Join the Soteria DART team as a Client Success Engineer, a fully remote (US-only) role supporting our security monitoring and incident response operations. As a Client Success Engineer, you will be the trusted advisor helping clients unlock the full value of their partnership with Soteria, driving success through proactive engagement, strategic guidance, and tailored support. You will work directly with new and existing clients to ensure smooth onboarding, effective telemetry ingestion, and consistent support during both steady-state operations and active incidents. You will build relationships with clients, ensuring their needs are met. YOu will run calls and meetings with clients, as well as facilitate internal resource allocation to ensure client needs are addressed adequately. You will work hands-on to onboard new telemetry sources, facilitate after-action reviews, and find ways to improve our services. Individuals must be comfortable stretching themselves and find the rapid evolution of technologies a fun and rewarding challenge to keep pace.

Requirements

2+ years in a technical, client-facing role (e.g., implementation, support, success engineering).
Strong interpersonal skills and a client-first mindset—you will spend much of your time engaging directly with clients.
Clear and professional verbal and written communication in English, with the ability to explain technical concepts to both technical and non-technical stakeholders.
Familiarity with SIEMs, EDRs, and security telemetry pipelines.
Basic scripting (Python preferred) and comfort working with structured data (JSON/YAML).
Experience with syslog, cloud-native logging tools, and agent-based collectors.
Comfortable translating client needs into technical tasks and coordinating across internal teams.
Able to support and improve incident response workflows, including during active investigations.
Adaptable, curious, and ready to learn new tools and environments quickly.
Position is fully remote - no mandatory travel, elective travel to industry conferences and training events.
Occasional evening and weekend work required, including timely response to client communications as needed.
Must be based in the U.S., legally authorized to work in the U.S., and not require visa sponsorship now or in the future

Responsibilities

Own and lead recurring touchpoint meetings with clients currently receiving services from Soteria. This could include MDR and SIEM subscribers, as well as for other services.
Effectively manage client onboarding projects, ensuring professional and proactive client communication.
Act as the primary point-of-contact for client communications, ensuring all requests are addressed from the appropriate internal resources.
Support client onboarding activities including discovery, scoping, and running kickoff and close-out calls.
Work closely with clients and the Soteria team to develop plans of action for clients to ensure they achieve their desired outcomes.
Configure and validate telemetry pipelines using syslog, APIs, and agent-based collectors.
Normalize and enrich logs using JSON/YAML schemas to support use cases and detection logic.
Automate configuration deployments, monitor pipeline health, and track workflows.
Document client-specific runbooks and support material.
Collaborate across AWS, GCP, Azure, and on-prem environments to meet unique client needs.
Maintain competence in security trends, technologies, and practices through self-study and attendance of industry events.