Customer Success Engineer

📋 Description

• Facilitate and lead technical design workshops with clients.

• Design, configure, and implement our platform solutions.

• Provide training and enablement for customers.

• Promote product adoption and usage effectively.

• Ensure customers achieve significant success, renewal, and become referenceable.

• Diagnose and resolve production issues efficiently.

• Stay updated with the latest tools and methodologies; share insights by communicating results and ideas to key decision-makers.

• Represent the voice of the customer to engineering, product management, and the broader company.

⛳️ Requirements

• Attention to detail is crucial.

• Highly responsive, often able to reply to customers within minutes.

• Capable of working autonomously while being an effective team player.

• Proficient in collecting, creating, and tracking support tickets.

• Well-versed in all technical documentation, HOWTO guides, etc., produced by our team.

• Able to differentiate between a feature request and bug triage.

• Identifies automation opportunities for resolving common issues.

• Ensures all interactions result in a documented action trail (e.g., knowledge base, product feature).

• Acts as a champion for customers.

• Keeps track of new customer requests and seeks to influence product management.

• Influences product features to address common issues.

• Aware of engineers' limited time and seeks to learn everything or utilize available resources (e.g., Google search, technical documents) before reaching out to the engineering team.

• Minimum of 5 years of hands-on experience in Professional Services implementing HSM or Key Management platforms and use cases.

• Holds a degree in any discipline or equivalent experience.

• Flexible in working across different time zones based on customer needs.

• Experienced in designing, demonstrating, and independently executing proof-of-concepts (PoCs) for clients.

• Strong technical proficiency required, with hands-on experience in systems administration, container technologies, and scripting languages.

• Proven experience with at least one HSM or KMS platform, including but not limited to AWS CloudHSM, AWS KMS, Google Cloud KMS, Azure Key Vault, or IBM Key Protect.

• Solid understanding of cryptographic interfaces, such as PKCS#11, CAPI, CNG, JCE, and KMIP.

• Experience with various database encryption, tokenization, certificate management, and other key management operations.

• Ability to thrive in a fast-paced, rapidly growing environment.

• Excellent collaboration, written, and communication skills.

• ***Must reside in the UAE***

🏝️ Benefits

• We provide a collaborative work environment, exceptional equity, comprehensive benefits, competitive salary, and the chance to redefine data security for hybrid cloud, AI, and Post Quantum.

• Quarterly recharge days.

• 40 hours of Volunteer Time Off per year.

• Internet stipend.

• A friendly culture that brings out the best in everyone.

• Opportunity to work fully remote.