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Customer Success Engineer

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ThreatConnect

Company Background

ThreatConnect enables threat intelligence, security operations, and cyber risk management teams to work together for more effective, efficient, and collaborative cyber defense. With ThreatConnect, organizations can infuse ML and AI-powered threat intel and cyber risk quantification into their work, allowing them to contextualize an evolving threat landscape, prioritize the most significant risks to their business, and operationalize defenses. More than 250 enterprises and thousands of security operations professionals rely on ThreatConnect every day to protect their organizations’ most critical assets.

We offer a competitive benefits package with comprehensive insurance coverage, unlimited paid time off, and unique perks designed to help you meet your financial and personal goals.

We are committed to offering an employment experience and benefits package that enables you and your family to grow with us and share in our success. We love to recognize our employees who have gone above and beyond.

Job DescriptionThreatConnect

is the most comprehensive threat intelligence platform on the market today. Our platform is used by thousands of organizations, and over 40 of the Fortune 100, to help them quickly aggregate, analyze, and act on their threat data to mitigate risk and threats to their network security.

We''re looking for a talented and experienced Customer Success Engineer (CSE) who can hit the ground running in a fast-paced, quickly evolving environment. The position will report to the Director of Customer Success Engineering.

The right candidate will bring deep knowledge of the ThreatConnect product, related technologies, and the customers’ deployments to solve problems quickly and provide proactive guidance. CSEs are the most elite role in ThreatConnect’s customer support organization, with advanced technical, problem-solving, account management, and customer interaction skills. CSEs are the driving force that empowers customers to become powerful players in the threat intelligence space.

About You

You love solving problems. You know that designing isn’t just about the end product, but it’s about the journey. Thinking through business strategy and melding it with user research is as fundamental to the process for you as creating wireframes and mockups.

You are collaborative. You''re a team player who puts the interest of the team above your own. You display a positive attitude, are open-minded, and enjoy contributing.

You are a great communicator. You get your message across clearly to all the necessary teams and individuals within your team.

You are a quick learner. You love to build new skills and learn new subject matters. You relish the idea of applying your skills to other facets of your life outside of work.

In this role, you’ll get to…

Provide ThreatConnect platform training for software admins and analyst users while supporting various use cases of the product

Map customer processes, intelligence requirements, and infrastructure into ThreatConnect’s capabilities/data modeling

Eliminate bottlenecks impeding problem resolution

Work with third-party cybersecurity platforms/tools to help integrate them with ThreatConnect to enable customer workflows

Develop ongoing relationships with customers and advocate for feature enhancements or support cases

Provide proactive guidance and encourage adoption of the ThreatConnect platform and assist in deploying new product releases

Manage service requests, product requests, defects, and project plans communication

Identify risks to enable adoption and increase retention

Manage logistics of customer-facing events

Travel to customer sites for problem resolution, visibility, communication, and project management

Work with Customer Success Managers to provide world-class enablement

Interface with ThreatConnect Product Managers for assigned accounts

Set and manage expectations with customer stakeholders

In the first month, we’ll expect you to…

Onboard and train with your team

Acclimate into the role

Understand tools and stakeholders

Learn team roles and responsibilities

At 3 months we’ll expect you to…

Begin project scoping

Build simple playbooks

Provide insight into complex builds

Work independently on smaller projects

Advise on best practices

Demo the platform at various levels

At 6 months we’ll expect you to…

Complete complex builds

Expand training for customers

Lead technical onboarding (with assistance)

At 12 months we’ll expect you to…

Work independently on all projects

Advise other departments

Scope and assist with complex projects

About The Team

Our Customer Success team is primarily split between the US and the UK.

Required Qualifications

3+ years of customer support or cybersecurity industry experience, or ThreatConnect experience

Bachelor''s or Master''s Degree in Computer Science or related field, or equivalent experience

Knowledge of security solutions and technologies (Linux, network, firewalls, anti-virus, etc.)

Understanding of the intelligence lifecycle

Experience with API integrations, REST APIs, and troubleshooting

Strong organizational skills

Excellent communication and presentation skills, including interacting with senior executives

Ability to articulate business and technical benefits of ThreatConnect products

Strong troubleshooting skills

Desired Qualifications

Experience in training and course creation

Scripting in Python

Research shows that while men apply to jobs when they meet about 60% of job criteria, women and marginalized groups tend to apply only when they check every box. If you think you have what it takes but aren’t sure you meet all criteria, apply anyway!

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