Customer Success Engineer

Role

We are looking for a Customer Success Engineer to join our growing team and support our customers! In this role, you will support our mid-market customer base by understanding their technical needs, having strategic conversations, leading deployments, and continuously nurturing the relationship.

Internally, you will work closely with the sales, product, and engineering teams to advocate for your customers' product needs. You will also help develop repeatable customer success processes and contribute to the development and improvement of runZero's product documentation.

Responsibilities

• Coordinate and assist in the deployment of the runZero Platform for assigned customers
• Guide technical conversations to align platform features and functionality with the specific business needs of your customers
• Proactively investigate and resolve support tickets, ensuring timely and accurate communication with customers
• Build and refine technical documentation to improve the customer self-service experience and internal knowledge sharing
• Partner with the Sales team to nurture long-term customer relationships through regular check-ins and consistent engagement
• Be the voice of the customer by capturing feedback and product requests, and advocating for their needs with Product and Engineering
• Develop custom integrations and automation scripts to support customer needs

Requirements

• Working knowledge of the OSI model, TCP/IP, and network protocols (e.g. SSH, SNMP, HTTP)
• Foundational knowledge of cybersecurity concepts, such as attack surface management, endpoint protection, and vulnerability management
• Comfort working with Linux or macOS command line interfaces
• Strong analytical and problem-solving skills (must be able to find answers to technical questions through manual testing, review of code, and documentation)
• Foundational knowledge in at least one programming language and a strong desire to build upon this skill set
• The ability to clearly explain technical concepts to both technical and non-technical stakeholders
• Strong interpersonal skills with the ability to 'read between the lines' of customer feedback to identify underlying needs

Salary

runZero values transparency in the hiring process. According to our market data, we expect this role to come in at a salary of about $120,000 - $140,000, plus stock options.