Customer Success Engineer

iboss•Orlando, FL

19d

About The Position

Overview iboss is a cloud security company that enables the modern workforce to connect securely and directly to all applications from wherever they work. Built on a containerized cloud architecture, iboss delivers security capabilities such as SWG, malware defense, RBI, CASB and data loss prevention to all connections via the cloud, instantaneously and at scale. This eliminates the need for traditional network security appliances, such as VPNs, firewalls and web gateway proxies, which are ineffective at protecting a cloud-first and mobile world. Leveraging a purpose-built cloud architecture backed by 230+ issued and pending patents and more than 100 points of presence globally, iboss processes over 150 billion transactions daily, blocking 4 billion threats per day. More than 4,000 global enterprises trust the iboss Cloud Platform to support their modern workforces, including a large number of Fortune 500 companies. To learn more, visit https://www.iboss.com/. Job Description Customer Success Engineers play an advisory role to customers, build long-term strategic relationships with customers and partners and have a mission of ensuring that iboss customers achieve their desired outcomes through the interactions they have with our product and team members. Customer Success Engineers will work with government, K12, commercial and enterprise customers via live chat, email, web-based ticket systems, telephone, and in some cases in person interactions. Interactions are primarily proactive, outbound, and on a customer defined cadence. You will assist customers with designing, integrating, implementing, and training on iboss products and services. In this role you can expect to be very hands-on with technology and will also be responsible for the commercial aspects of the relationship which includes renewing and expanding the services that customers subscribe to. You will be a technical customer advocate; internally partnering with product management, engineering, and R&D resources to influence the product roadmap in alignment with feedback acquired in the field directly from customers. An ideal candidate for this role will have a wide breadth of knowledge and experience with enterprise networks, systems, cybersecurity and sales engineering or technical account management. An outstanding candidate understands the challenges that administrators face when trying to secure users and devices in today’s borderless network landscape and have a track record of solving problems. If you have an innate curiosity to understand how systems work (and could possibly be abused), a drive to find creative solutions to problems others may think are impossible to solve, are comfortable in a fast paced, challenging environment, and are driven to provide customer satisfaction, we want to hear from you.

Requirements

Bachelors degree in technical field (Computer Science, Computer Engineering, Information Technology, etc.)
Previous experience in technical support, sales engineering or technical account management
Outgoing personality and comfortable speaking to customers
Possess a strong work ethic and team player mentality
Excellent communication skills both verbal and written
Experience designing and supporting multilayer IP networks; routing and switching
Experience with network security; firewalls, intrusion prevention, risk assessment, pen testing, content filtering, PKI, SSL/TLS
Experience/familiarity with managing enterprise deployments of iOS, Android, and Chromebook devices
Experience managing Windows Server or Red Hat Linux server environments
Experience managing large (>1k seat) Windows and Mac workstation deployments
Experience managing DNS; Microsoft or Bind
Experience with acquiring and analyzing packet captures
Highly developed sense of integrity and commitment to customer satisfaction
Strong detail orientation and listening skills
Strong decision making and analytical abilities
Willing to travel 10% of the time

Responsibilities

Ensure that customer desired outcomes are achieved through proactive cadence driven outreach
Manage and prioritize assigned portfolio of customers to ensure each customer is successful and satisfied
Act as the customer’s go-to iboss subject matter expert when they are planning changes or enabling new capabilities
Advise customers about new products and feature enhancements
Provide feedback to product management, engineering, and R&D teams
Working with our technical support teams, ensure that any identified complex technical support inquiries are solved in a timely and professional manner.
Document interactions comprehensively for auditing and record keeping purposes
Help customers measure success by baselining current vs future state
Work with team leads and management to bubble up recurring issues or opportunities for product or process improvements.
Create, provide, and present quotations to customers
Acquire purchase orders from customers
Create and submit knowledgebase entries to help improve customer self-service capabilities.
Create and maintain internal knowledge systems to assist other internal team members
Stay abreast of product changes, working with lab and test systems to come up to speed quickly with new capabilities, devices, and features.
Attend and present at trade shows and on-site training