Customer Success Engineer with Portuguese

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

Originally posted on Himalayas