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Elite Customer Success Engineer, EMEA

Full Time

Website ThreatConnect, Inc.

Company Background

ThreatConnect, Inc. provides cybersecurity software that reduces complexity for everyone, makes decision-making easy by turning intelligence into action, and integrates processes and technologies to continually strengthen defenses and drive down risk. Designed by analysts but built for the entire team (security leadership, risk, security operations, threat intelligence, and incident response), ThreatConnect’s decision and operational support platform is the only solution available today with cyber risk quantification, intelligence, automation, analytics, and workflows in one. To learn more, please visit www.threatconnect.com.

We offer a competitive benefits package with comprehensive insurance coverage, unlimited paid time off, and unique perks designed to help you meet your financial and personal goals.

We are committed to offering an employment experience and benefits package that enables you and your family to grow with us and to share in our success. We love to recognize our employees who have gone above and beyond, and offer incentives like quarterly awards, an employee bonus, and referral program, and team-building outings.

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 Professional Services and Training. The right candidate will bring deep knowledge of the ThreatConnect product, related technologies, and the 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.

About You

You love solving problems. You know that designing isn’t just about the end product, but it’s about the journey. Thinking through business strategy and melding it with user research is as fundamental to the process for you as creating wireframes and mockups.

You are collaborative. You’re a team player who puts the interest of the team above your own. You display a positive attitude, are open-minded, and enjoy contributing.

You are a great communicator. You get your message across clearly to all the necessary teams and individuals within your team.

You are a quick learner. You love to build new skills and learn new subject matters. You relish the idea of applying your skills to other facets of your life outside of work.

Things You Will Do

  • Provide ThreatConnect platform training for software admins, and analyst users while supporting various use-cases of the product
  • Ability to map customer processes, intelligence requirements, and infrastructure into ThreatConnect’s capabilities/data modeling
  • Eliminate any customer or internal bottlenecks impeding problem resolution
  • Working knowledge of 3rd party with the ThreatConnect platform in order to drive value for the customer
  • Develop an ongoing relationship with the customer and become their advocate for any feature enhancements or support cases
  • Provide proactive guidance and encourage adoption of the ThreatConnect platform and assist in the deployment of new product releases
  • Manage the status and internal and customer communications of service requests, product requests, defects, customer project plans, etc.
  • Communicate and coordinate key milestones and deliverables through monthly 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-site, or remotely attended customer-facing events to fulfill agreement obligations
  • Travel to customer sites to expedite problem resolution, provide ThreatConnect visibility, facilitate communication and project management initiatives
  • Work with the Regional Sales Managers (RSMs) and inside sales team to develop upsell sales activities and drive renewals
  • Interface with Product Managers on behalf of assigned accounts
  • Set and manage expectations with customer’s senior stakeholders and team members

1-3-6-12 Month Plan

In the first month we’ll expect you to…

  • Get onboarded and train with your supervisor or teammates
  • Get acclimated into the role
  • Understand the tools and different stakeholders
  • Understand the various roles and responsibilities of team members

At 3 months we’ll expect you to…

  • Begin initial scoping of projects
  • Be able to build simple playbooks
  • Start to provide insight to more complex builds
  • Be able to work independently on smaller projects
  • Provide insight to the customer on best practices within the platform

At 6 months we’ll expect you to…

  • Complete more complex builds
  • Expand on training opportunities for the customer

At 12 months we’ll expect you to…

  • Work independently on all projects
  • Provide advice and guidance to other departments regarding your subject matter
  • Scope out and assist with complex projects

Requirements

Required Qualifications

  • 3+ years of customer support experience OR experience in the computer network security industry
  • 3+ years ThreatConnect experience
  • Bachelor’s Degree or Master’s Degree in Computer Science or a related discipline OR equivalent experience
  • Excellent knowledge of a wide variety of security solutions and technologies, including Linux, network architecture, implementation, and configuration, firewall technologies, proxy technologies, anti-virus, spam and spyware solutions (Gateway and SaaS), malware/security experience
  • Comprehensive understanding of the intelligence cycle, information needs, collection, organization, and priority intelligence requirements
  • Comfortable writing API integrations and working with a variety of technologies in a dynamic customer environment
  • Strong leadership skills with the ability to prioritize and execute in a methodical and disciplined manner
  • Excellent oral and written communication and presentation skills with the ability to present to a variety of external audiences, including being able to interact with senior executives
  • The ability to understand and articulate both the business benefits (value proposition) and technical advantages of ThreatConnect products and solutions

Desired Qualifications

  • Experience in training/course creation
  • Experience scripting in Python

Benefits

Work-Life Balance:

  • 8 Paid Federal Holidays
  • Unlimited Paid Time Off (PTO)
  • Sick leave
  • Paid parental leave
  • Bereavement leave
  • Your birthday off
  • Employee recognition program with quarterly awards
  • Employee referral program
  • Education reimbursement program for job-related college courses and professional training
  • Company-provided refreshments at our headquarters
  • Quarterly events with your geographic team

Medical:

  • PRIVATE MEDICAL PREMIUMS FOR INDIVIDUALS AND FAMILIES ARE 100% COVERED
  • Prescription drug coverage
  • Dental coverage
  • Vision coverage
  • Company-paid group life insurance

Financial:

  • Pension plan
  • Company-paid income protection coverage
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