Customer Solution and Success Engineer

Qualifications

• 5+ years of experience in the security domain, including both detailed understanding of attacker techniques and tracking the threat actors behind specific campaigns.
• 5+ years of experience in multiple security engineering disciplines (threat intelligence, incident response, red teaming, penetration testing, security operations, application security, fuzz testing, etc.).
• 3+ years of people management experience, or relevant experience demonstrating readiness to step up into a people management role.
• 3+ years of hands-on experience in Malware Analysis, Reverse Engineering and various sandbox technologies.
• Public track record of relevant security research, especially around threat actor tracking.
• Master's degree or advanced technical degree.
• 5+ years of experience with operational security/Intel roles in large, complex organizations.
• Experience analyzing cost/benefit of security feature selection.
• Creative leader with superior analytical abilities.
• Excellent written and verbal communication skills while engaging both technical and non-technical stakeholders.
• Strong problem solving and negotiation skills to earn trust with teams.
• Demonstrated ability to work through ambiguity to detailed solutions.
• Maturity, judgment, and proven ability to lead and influence others.
• Independently driven, resourceful, and able to deliver results with minimal direction.
• Ability to communicate clearly and effectively with developers, product managers and senior business leaders.
• High sense of ownership, urgency and drive.
• Proven ability to collaborate and establish key threat intelligence partnerships to bolster information sharing and defenses.
• Expertise tracking APT adversaries leveraging the Diamond Model to identify and characterize various TTPs, capabilities, infrastructure, and operational campaigns.
• Knowledge of major cloud and productivity platforms, identity systems to map attacker technique to expected footprint in range of datasets.
• Experienced with curation of Threat Intelligence and delivering customer briefings and use data to “tell a story”.
• Collaborate with other intelligence teams across CatchProbe to design and develop new security mitigations and defenses, with a focus on strategy and scalability.
• Expertise in intelligence analysis and reporting using common tools and techniques.
• Experience with data analysis and cyber threat investigations in Azure Network penetration testing and intrusion remediation experience.
• Have strong data knowledge, and ability to analyze and present complex data visually in a meaningful way.
• Good written and verbal communication skills and an eye for detail.
• Ability to lead analysts across geographically separated teams.
• Self-starter and able to deliver under stress, particularly in emergency response situations.
• Innovative thinking to solve hard problems in ways that meet both customer and business goals.
• BS/MS in Computer Science, Electrical Engineering, Computer Engineering or a related technical field.
• Minimum 10 years of relevant work experience in post-sales, pre-sales, technical support, consulting or similar roles.
• In-depth understanding of Networking, Network Security, and Cloud concepts and experience with multi-vendors networking devices such as Firewalls (physical/virtual/cloud), routers, switches.
• Expertise with Remote Access VPN solutions, IPSEC, PKI & SSL, TCP/IP, Authentication Protocols (SAML, SSO, LDAP, RADIUS, etc.).
• Expertise with Cloud Delivered Security Services (URL filtering, Enterprise DLP, Threat Prevention & Wildfire).
• Relevant work experience in pre- or post-sales, support, customer success, consulting or similar roles.
• Strong ability to independently troubleshoot, reproduce issues and identify feasible workarounds in broad, complex, and unique environments with mixed applications and protocols required.
• Strong consulting and project management skills, with validated results working as a trusted advisor to drive business value for customers, including the ability to interact with client teams at various levels of technical and non-technical depth.
• Proven track record of handling customer escalations, balancing customer expectations, and negotiating successful resolutions.
• Existing knowledge of, and experience with public cloud platform (SaaS) features, capabilities, and best use.
• Knowledge of SIEM, vulnerability management tools and firewalls.
• Knowledge understanding malware, exploits, operating system structure and behavior.
• Ability to communicate technical details to a non-technical audience.
• Ability to multi-task and work in a fast-paced environment.
• Availability to provide after-hours support on a scheduled / non-scheduled basis.
• Excellent customer communications skills including technical teams, executives, and audiences of all sizes.
• 3+ years of experience as a technical support/escalation resource for enterprises in a similar or related field.
• Experience in teaching customers on product functionality tailored to their use cases.
• Firm understanding of cloud data warehousing, data lakes, ETL concepts and workflows, BI solutions, and SQL.
• Experience implementing software solutions for customers.
• Excellent customer-facing skills and interest in working with customers remotely.
• Previous start-up experience a plus.
• Ability to clearly articulate technical issues to both technical and non-technical audiences, including executives, and explain their impact on business both internal and external to the organization.
• Strong ability to multi-task and work in a fast-paced environment.

Performance metrics

• CSAT
• Renewal rate
• Upsell / Cross-sell lead identification
• Reference-ability
• Renewal likelihood
• Audience engagement