Customer Success Engineer - USA

About the Customer Success Engineer Role

Join our team at Vicarius and play a key role in transforming vulnerability discovery into decisive, automated remediation. We are looking for a tech-savvy Customer Success Engineer to ensure our clients are successful and happy. As a key member of our team, you will be the primary technical point of contact for our customers and will focus on the following:

• 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