Customer Onboarding Engineer – Cybersecurity Products

This is a fully remote position, open to applicants in Switzerland.

📋 Description

• Take ownership of the technical onboarding journey for new clients from the initial kickoff to successful go-live.

• Collect and analyze technical requirements from clients while comprehending their security, infrastructure, and operational contexts.

• Set up customer environments, product configurations, integrations, user permissions, policies, and workflows.

• Assist customers through essential implementation steps, prerequisites, connectivity requirements, and deployment options.

• Coordinate onboarding schedules with customer success, sales, support, product, and engineering teams.

• Ensure that customer deployments function as intended before transitioning to ongoing support or customer success teams.

• Create and uphold onboarding checklists, implementation plans, and client-specific technical documentation.

• Proactively identify onboarding risks early and drive them to resolution.

• Lead technical onboarding discussions and implementation workshops with client stakeholders.

• Effectively communicate with security teams, IT personnel, engineers, SOC analysts, and business stakeholders.

• Articulate technical requirements, configuration choices, and product behaviors in practical cybersecurity language.

• Provide customers with clear instructions on next steps, responsibilities, dependencies, and anticipated outcomes.

• Manage technical expectations throughout the onboarding process and escalate any blockers as necessary.

• Generate concise meeting notes, action items, implementation summaries, and handover documentation.

• Establish trust with customers by being organized, responsive, and technically proficient.

• Collaborate closely with engineering and product teams to eliminate onboarding obstacles and enhance implementation workflows.

• Share insights from customer onboarding projects to enhance product usability, documentation, automation, and configuration defaults.

• Work in tandem with customer success and support teams to ensure a seamless transition after onboarding.

• Assist in developing repeatable onboarding playbooks, templates, runbooks, and technical enablement materials.

• Monitor common onboarding challenges and contribute to process enhancements that minimize time-to-value.

• Facilitate internal knowledge sharing regarding customer environments, integration patterns, and cybersecurity use cases.

⛳️ Requirements

• A Bachelor's degree in Computer Science, Information Technology, Cybersecurity, or a related field.

• 2–5+ years of experience in customer onboarding, implementation engineering, solutions engineering, technical support, security operations, DevOps, or a comparable technical role.

• Strong grasp of cybersecurity concepts, terminology, and workflows.

• Experience with cybersecurity products or security-oriented SaaS platforms.

• Proficiency in configuring technical systems, integrations, user permissions, policies, and product settings.

• Familiarity with common security tools and concepts such as SIEM, SOC workflows, IAM, EDR/XDR, vulnerability management, threat intelligence, alerting, and incident response.

• Understanding of networking fundamentals, including DNS, HTTP/S, APIs, firewalls, proxies, VPNs, IP allowlisting, and certificates.

• Experience troubleshooting technical issues related to authentication, permissions, connectivity, data ingestion, or APIs.

• Comfortable engaging directly with customers in technical discussions.

• Excellent written and verbal communication skills in English and German.

• Capable of documenting implementation steps, decisions, risks, and handover notes in a clear manner.

• Strong sense of ownership, attention to detail, and ability to manage multiple onboarding projects simultaneously.

• Nice to Have

• Experience in a cybersecurity vendor, MSSP, SOC, SaaS, or enterprise security environment.

• Hands-on experience with SIEM or SOAR platforms such as Splunk, Microsoft Sentinel, Elastic, QRadar, Chronicle, Cortex XSOAR, or similar.

• Familiarity with cloud platforms such as AWS, Azure, or Google Cloud.

• Experience with identity providers and authentication methods like SSO, SAML, OAuth, OIDC, SCIM, MFA, and RBAC.

• Basic scripting or API experience using tools like Python, Bash, Postman, curl, or similar.

• Knowledge of compliance and security frameworks such as ISO 27001, SOC 2, NIST, CIS Controls, GDPR, or MITRE ATT&CK.

• Experience creating customer-facing technical documentation, onboarding guides, or implementation playbooks.

• Familiarity with ticketing and collaboration tools such as Jira, Linear, Zendesk, HubSpot, Salesforce, Confluence, or Notion.

• Certifications like Security+, CySA+, SSCP, CCNA, AWS/Azure fundamentals, or similar.

🏝️ Benefits

• Competitive remuneration package adjusted to proven skills and experience;

• Excellent working conditions;

• Exposure to training and professional development opportunities, including the chance to engage in cutting-edge research;

• Experience with international clients and collaborators.