Customer Experience Engineer

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Requirements:

• 5+ years of experience in a technical customer-facing role, preferably in the enterprise cybersecurity space.
• Strong understanding of cybersecurity technologies, including but not limited to SIEMs, Data Lakes, Endpoint Detection & Response, Threat Intel Platforms, Security
• Proficiency in Python for API interaction and scripting.
• Experience with Salesforce CRM for managing customer accounts and tracking success metrics.

Responsibilities:

• Lead onboarding sessions to ensure customers understand and successfully deploy our cybersecurity solutions.
• Develop and deliver tailored training sessions to enable end-users and administrators.
• Assist customers in integrating our solutions into their existing environments, including writing Python scripts for API-based integrations.
• Serve as the primary technical point of contact for assigned customers, addressing inquiries and troubleshooting complex issues.
• Work with internal teams (e.g., engineering, product management) to resolve technical challenges promptly.
• Provide proactive guidance to customers on best practices, upgrades, and optimization strategies.
• Utilize Salesforce to track customer interactions, document technical support cases, and report on key customer success metrics.
• Monitor customer health metrics to ensure satisfaction and retention.
• Conduct regular check-ins and technical reviews to assess solution performance and address evolving needs.
• Act as a customer advocate, communicating feedback to product and engineering teams.
• Identify upsell and expansion opportunities and collaborate with account managers to drive additional value for customers.
• Write and maintain Python scripts to assist customers in automating processes and integrating our solutions with third-party tools.
• Guide customers on leveraging APIs for custom workflows and advanced configurations.