Customer Experience Engineer

Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent work experience)
5+ years of experience in a technical customer-facing role, preferably in the enterprise cybersecurity space
Strong understanding of cybersecurity technologies, including but not limited to SIEMs, Data Lakes, Endpoint Detection & Response, Threat Intel Platforms, Security
Proficiency in Python for API interaction and scripting
Experience with Salesforce CRM for managing customer accounts and tracking success metrics
Excellent communication and interpersonal skills, with a customer-first mindset
Ability to work independently and manage multiple customer relationships effectively

Lead onboarding sessions to ensure customers understand and successfully deploy our cybersecurity solutions
Develop and deliver tailored training sessions to enable end-users and administrators
Assist customers in integrating our solutions into their existing environments, including writing Python scripts for API-based integrations
Serve as the primary technical point of contact for assigned customers, addressing inquiries and troubleshooting complex issues
Work with internal teams (e.g., engineering, product management) to resolve technical challenges promptly
Provide proactive guidance to customers on best practices, upgrades, and optimization strategies
Utilize Salesforce to track customer interactions, document technical support cases, and report on key customer success metrics
Monitor customer health metrics to ensure satisfaction and retention
Conduct regular check-ins and technical reviews to assess solution performance and address evolving needs
Act as a customer advocate, communicating feedback to product and engineering teams
Identify upsell and expansion opportunities and collaborate with account managers to drive additional value for customers
Write and maintain Python scripts to assist customers in automating processes and integrating our solutions with third-party tools
Guide customers on leveraging APIs for custom workflows and advanced configurations