Vaga de SASE Customer Success Engineer
1 vaga: | Publicada em 29/06
A combinar
Sobre a vaga
The Offer Flexible working options Opportunity within a company with a solid track record of performance Opportunity to make a positive impact The Job Your responsibilities will include:
As a Customer Success Engineer within the EMEA & LATAM SASE team, you will be part
of a business-critical capability to enable our customers secure environments
across the LATAM region. 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
eco-systems 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 mid-to-large
enterprises to implement best-in-class cloud security solutions. You will be the
frontline defense against the worlds most pressing cybersecurity challenges.
Ensure customers are maximizing their return on investment by rapidly implementing
and operationalizing *** SASE solutions to achieve their business and security
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 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 Key success metrics include CSAT, Renewal rate*** Upsell / Cross-sell
lead identification, Reference-ability, Renewal likelihood, Adoption, Consumption,
Customer Engagement With customers based across LATAM there will be a need at
times to visit them for face to face meetings. These include meetings such as
customer kick off meetings, business reviews (usually quarterly), etc. However,
these usually depend upon the needs of the customer and so for some accounts there
may be no travel required, and for others it could be once per quarter, although
travelling every quarter is unusual The Profile You have at least 5 years
experience within a Customer Success role, ideally within the IT Services
industry. 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 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 multi-task and work in a fast-paced environment
Availability to provide after-hours deliverables on a scheduled / non-scheduled
basis A proactive approach to resolving customer challenges The Employer Our
client is a specialist Information Technology consulting solutions provider. Our
client teams enable our client IT and Business organizations to keep abreast of
rapid changes in their industry and technology sectors. Our clients include
industry leaders across a wide range of industry verticals Spire's mission
statement for the new decade - " Helping our clients effectively leverage the
Cloud "