Technical Success Engineer

Airlock Digital•Chicago, CA

2d•Onsite

About The Position

The Technical Success Engineer will work closely with our customers to ensure they are achieving their goals in using the Airlock Digital product and act as the voice of the customer internally. Airlock Digital is a global leader in application control and allowlisting, aiming to empower organizations to run only trusted software and operate free from malware and ransomware. The company is experiencing rapid growth across Australia, North America, and EMEA, and is committed to its core values of respect, determination, and integrity. Airlock prides itself on being a team of humble, collaborative, and driven professionals who support one another and share a passion for cybersecurity.

Requirements

6+ years’ experience in a technical customer-facing role such as Technical Success, Professional Services, Implementation Engineering, Solutions Engineering, or similar.
Strong technical aptitude with the ability to understand, deploy, and support enterprise software in complex environments.
Background or strong interest in IT infrastructure, endpoint security, or cybersecurity.
Demonstrated experience leading customer implementations and driving post-deployment adoption.
Proven ability to translate technical concepts into clear, actionable guidance for customers.
Strong analytical and problem-solving skills, with a proactive and outcomes-focused mindset.
Ability to manage multiple customer engagements while maintaining high technical and delivery standards.
Clear written and verbal communication skills, including technical documentation and customer-facing presentations.

Responsibilities

Lead end-to-end technical implementations of the Airlock Digital platform, including environment discovery, architecture alignment, configuration, and go-live readiness.
Partner with customer security/cyber, infrastructure, and IT teams to design implementations aligned to their operating environment, risk posture, and security objectives.
Own technical implementation plans, including deployment milestones, success criteria, and adoption checkpoints.
Provide hands-on technical guidance throughout the allowlisting lifecycle, from audit through to enforcement and steady-state operations.
Drive measurable product adoption, including policy usage, enforcement progression, and operational maturity.
Define and track customer success metrics such as time-to-value, enforcement percentage, usage patterns, and risk reduction outcomes.
Regularly review technical performance and adoption data with customers and recommend actions to improve outcomes.
Identify blockers to adoption and proactively implement technical or process-based solutions to address them.
Deliver technical training, workshops, and enablement sessions tailored to customer maturity and technical capability.
Act as the primary technical point of contact for assigned customers, providing trusted advisory support.
Develop and maintain strong relationships with technical stakeholders, including security engineers, architects, and system administrators, as well as senior decision-makers when required.
Represent the technical voice of the customer internally across Product, Engineering, and Support forums.
Provide structured feedback on product gaps, feature requests, and usability challenges based on real-world deployments.
Contribute to the development of technical best practices, implementation standards, and customer enablement content.
Support proactive technical communications relating to product updates, changes, and new capabilities.