Customer Success Engineer

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

📋 Description

• Report and escalate issues to the Head of Security Engineering.

• Oversee and ensure the successful delivery of the Customer Success service offering, which includes conducting Customer Success Reviews and providing Customer Success support.

• Perform operational reviews by analyzing security configurations, assessing risks and service performance, identifying areas for improvement, and delivering actionable recommendations.

• Support the implementation, monitoring, and maintenance of SIEM, EDR, Email/Web Security, and Cloud Security technologies.

• Address customer inquiries and escalations with timely and accurate resolutions.

• Conduct initial troubleshooting, log analysis, and issue investigation.

• Maintain technical documentation and contribute to service transition artifacts.

• Engage in knowledge sharing, security research, and training initiatives.

• Interact professionally with customers to facilitate ongoing service delivery.

• Escalate complex issues and assist in root cause analysis and resolution tracking.

• Keep up-to-date with security best practices, emerging threats, and vendor technologies.

• Contribute to enhancements in service offerings and ensure relevance in an evolving security landscape.

⛳️ Requirements

• 1 to 3 years of experience in Security Engineering or IT Support with an emphasis on security.

• A Diploma in Security is preferred.

• Strong understanding of cyber-attack tactics, techniques, procedures, and threat modeling.

• Stay informed about the latest attacks and changes in the threat landscape.

• Familiarity with Mimecast Email Security, CrowdStrike, Abnormal Email Security, DMARC, Microsoft Defender, and Secure Web Gateway Services like Netskope and Zscaler.

• Technical expertise in information security best practices, TCP/IP networking and routing fundamentals, Unix/Linux system administration, network troubleshooting, and intrusion detection/prevention.

• Knowledge of Microsoft architecture and network security frameworks.

• High activity levels, a strong work ethic, the ability to multitask, and work within deadlines.

• Proficient in Microsoft Office applications, including Word, Excel, and PowerPoint.

• Clear and professional communication skills.

• Strong problem-solving attitude and ownership of assigned tasks.

• Customer-focused approach.

• Ability to manage multiple competing tasks effectively.

• Commitment to continuous improvement.

🏝️ Benefits

• Opportunities for learning, mentoring, and support.

• Team-building activities.

• Company-wide celebrations.

• Wellness programs.

• Ongoing learning and development.

• Engaging employee programs.

• State-of-the-art office environments.

• Chance to work directly with international clients and global brands.