Customer Success Engineer - USA

Vicarius is a team of researchers, engineers, and designers, tackling the global challenge of vulnerability management. They are looking for a hardworking, tech-savvy professional to ensure customer satisfaction through technical implementation, support, and training. The role involves acting as the primary technical contact for customers, managing support tickets, and collaborating with internal teams to enhance customer experience.

Responsibilities:

• 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

Requirements:

• Experience with handling and troubleshooting enterprise IT environments (networks, system, security)
• 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