As a Customer Success Engineer within the SASE team, you will be part of a business-critical capability to enable our customers’ secure environments. You act as their day-to-day technical contact, building relationships with them to ensure proper security integrations.
This includes guidance for adoption, accelerated integrations with new cloud security products, and real-time support and strategy. You are someone who is highly technical, understands SASE technologies, and understands the complex world of cloud ecosystems and integrations.
You love solving critical problems in challenging environments. In this role, you will work closely with CISOs, Security Architects, Customer Success Managers, and Development Operations teams within-to-large enterprises to implement best-in-class cloud security solutions.
Your Impact:
- Ensure customers are maximizing their return on investment by rapidly implementing and
operationalizing SASE solutions to achieve their business and security goals
objectives
- Assist customers in implementing SASE solutions and fully integrate these
into their security and networking operations
- Be the first line of defense in proactively addressing customer needs for technical assistance, and
coordinating and prioritizing timely resolutions with engineering teams
- Serve as a customer advocate in influencing the product roadmap and improvements
- Coach customers on how to establish and manage their Cloud Security Change Management /
Governance / Center of Excellence program
- Identify risks to the customer achieving their stated business goals and work with the account
Team to build a risk mitigation plan or escalate as needed
- Develop a comprehensive understanding of typical business challenges faced by customers and
common objectives to appropriately map features and associated business benefits to address
their needs
- Be a Go-To customer expert on SASE security solutions and become a
Subject Matter expert over time
- Performance metrics include CSAT, Renewal rate, Upsell / Cross-sell lead identification,
Reference-ability, Renewal likelihood, Adoption, Consumption, Customer Engagement
Qualifications:
Your Experience
- BS/MS in Computer Science, Electrical Engineering, Computer Engineering, or a related technical field
- Minimum 5 years relevant work experience in pre-sales, post-sales, technical support, consulting
or similar roles
- In-depth understanding of networking and security concepts and experience with multi-vendor
networking devices such as routers, switches, firewalls, traffic generators, etc.
- Understanding SASE architecture and value proposition
- Past experience with Data Security product suite (CASB, DLP)
- Enterprise-level designing/troubleshooting experience in Routing Protocols (BGP / OSPF /
EIGRP)
- Expertise with Remote Access VPN solutions, IPSEC, PKI & SSL, TCP/IP, Authentication
Protocols (SAML, SSO, LDAP, RADIUS, etc.)
- Knowledge of Linux (including BASH and Python scripting)
- Proven track record of managing customer escalations, balancing customer expectations, and
negotiating successful resolutions
- Strong consulting and project management skills
- Ability to clearly articulate technical issues to both technical and non-technical audiences,
executives and explain their impact on business, both internal and external to the organization
- Ability to multitask and work in a fast-paced environment
- Availability to provide after-hours deliverables on a scheduled / non-scheduled basis
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