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Customer Success Engineer

Our ideal Customer Success Engineer will put the customer first, seeking to understand
what the customer needs to accomplish.

About the Role

Founded in 2015, Remediant is cybersecurity startup focused on helping enterprises to protect themselves from state-sponsored breaches through increasing the security of their privileged access. We are proud to be backed by Dell Technology Capital and ForgePoint Capital and supported by customers like Lockheed Martin. The Customer Success Team is a dedicated and geographically-distributed group of customer success champions with the technical skills to solve our customer’s problems. We’re passionate about finding solutions for our customers, and our customer success metrics show that we’re doing a good job! 

Our ideal Customer Success Engineer will put the customer first, seeking to understand what the customer needs to accomplish — whether it's solving a technical problem or filling a feature request. We are looking for creative, critical thinking individuals with a tenacious love for problem solving. 

You don’t need to have any past experience in the cybersecurity industry; this job is a great opportunity to break into cybersecurity if you’re coming from another technology domain.  

What we value in a Candidate

  • You understand start-up life and have a track record of success working in companies where individuals have to wear many hats. You’re ready to jump in with both feet to get things done — building and problem solving, often at the same time.
  • You have the technical chops to navigate your way around a command line, and can point to one or two new technologies you’ve learned in the recent past.
  • You have a strong desire to pick up new skills and knowledge. We are a small and growing team, and we help each other. We value “Show me how” over “That's not my job.”
  • You care deeply about people and bring a mindset of curiosity and empathy to conversations.
  • You are vociferous advocate for doing the right thing.
  • You are detail-oriented. Checklists are second nature, and you often volunteer to take notes in meetings because keeping track of the details brings you joy. Maybe you already found the typo in this job description?
  • You enjoy working in an environment where you get to help out in lots of different ways and are not constrained to doing just what's in your (this?) job description.
  • You work well and communicate seamlessly with remote team members.

Why We’re Hiring

  • Our customer base is growing rapidly, and we need more Customer Success Engineers to make sure all of our customers get the success-enabling support that we pride ourselves on.
  • As we grow our team, having a more diverse Customer Success team will not only make our team stronger, but will help us provide better support to our customers.

What You’ll Be Doing

  • Directly interact with our customer’s engineers and system administrators to administer their SecureONE instances. This will involve hands-on, technical work, diagnosing network, OS (Linux and Windows), Active Directory and software issues in the customer’s environment, via screen-sharing or other remote link technologies. 
  • Teach customers about some of the important features of SecureONE that they can use to better manage privileged access in their environment. 
  • Alongside our Implementation Director, help customers get from 0 to 100, quickly, as they roll out SecureONE.
  • Develop and implement processes and practices that enable the CS team to be more effective and efficient with our time, and ultimately, with our customer’s time as well.
  • Help identify and track CS-relevant metrics that drive quality, delivery, and change for an initiative.
  • Gather feedback from customers for continual product improvements.
  • Stay abreast on industry trends/practices and competitive landscape.
  • Work closely with Remediant Product and Engineering teams to triage the identification and tracking of enhancements and bug-fix requests.
  • Some off-hours work will be required to meet our customer’s needs, but generally the working hours are your local (continental USA) business hours.

What You Should Know How To Do

  • Real-world Linux skills, ideally, having administered your own Linux server instances
  • Some combination of experience with bash scripting, Windows Active Directory, virtual environments, Docker Swarm, network/DNS troubleshooting, and MongoDB queries. You don’t need to know all of them — tell us what you do know and we can help you to learn the rest.
  • An aptitude,  desire and proven track record of learning more technologies!
  • Impressive executive presence and communication abilities across all levels.
  • Operate both from a strategic and tactical perspective; quickly and accurately respond to questions from customers.
  • Ability to handle a number of simultaneous customer tasks and demonstrate a sense of urgency and ownership to drive issues to completion.
  • Exceptional troubleshooting skills; must be able to lead and deliver with appropriate transparency to customers and internal stakeholders alike.
  • Outstanding organizational, communication, interpersonal, relationship-building skills conducive to collaboration.
  • Passionate about our product, customers, and the industry and the technologies that supports them.

 

Education or Equivalent Experience

  • BA/BS degree in a technical subject OR equivalent work experience 
  • Minimum of 4 years of hands-on IT work. This could be as a system administrator, IT consultant, Sales Engineer, DevOps engineer, site reliability engineer, product support engineer or as a IT Helpdesk / Technical Support engineer who had at least some server responsibility

Travel

  • Up to 10% of your time may include travel for client visits, Remediant company-wide in-person events and other work-related activity

Perks

  • Competitive pay
  • Remote work friendly
  • Unlimited paid vacation and sick time policy
  • $2,000/year vacation stipend. That’s right: we will pay you MORE money to go on vacation!
  • 16 weeks paid adoption, maternity and paternity coverage
  • Competitive medical, dental and vision plan
  • 401k matching

We value diversity and encourage applications from all qualified candidates!

About Remediant

Founded in the heart of San Francisco, Remediant leads with innovation, delivering enterprise-class cybersecurity solutions that enable real-time monitoring, Zero Trust protection of privileged accounts and Just-In-Time Administration (JITA) across IT/Security/Cloud ecosystems. We protect organizations from stolen credentials being used against them, which is the #1 attack vector across all breaches. To learn more, please visit: www.remediant.com.

Look like a good fit for the job? Email us a resume!