Providing continuous technical Implementation, support and training for existing/newly arriving customers
Working with resellers and customers: training their teams on the product, identifying and solving problem areas in their processes to ensure success.
Working with existing customers to understand their requirements and helping them figure out how the product is the best solution for their problem
Acting as the primary technical point of contact for customers and partners, performing initial troubleshooting, diagnosing issues, and guiding them through resolution.
Managing and prioritizing technical support tickets, ensuring timely resolution and proper communication throughout the lifecycle.
Escalating complex technical issues to R&D teams when necessary, providing detailed context, replication steps, and impact assessment, and following through to resolution.
Working with the product and marketing teams to familiarize with the product landscape and becoming a technical product expert
Working with regional leadership to identify problem areas and initiating projects to improve customer satisfaction
Attending professional events and workshops to build and maintain professional skills and networks

2-4 years of experience as a Customer success engineer, Solutions Architect, Technical Support Engineer or other technical-customer facing role for SaaS companies
Highly organized and methodical, with the ability to manage, prioritize, and follow through on multiple technical support tickets simultaneously
Knowledge of various operating systems
Linux (differential), Mac, and Windows
including troubleshooting
Knowledge with cyber-security terminology
Automation and scripting abilities (PS, Python, Bash)
Ability to speak in front of a crowd
Desire to work as part of a small, do-it-all flexible team
be self-driven, willing to take initiative and effectively managing your time
Proficiency in English
a must
Understanding of the enterprise cybersecurity ecosystem and processes
advantage
Familiarity with vulnerability management and patch management processes
advantage
Familiarity with the cybersecurity vendor and channel ecosystem, including resellers, distributors, and technology partners
advantage

Vicarius

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