Customer Success Engineer with Portuguese

Stack

Responsibilities

• ▹Help customers maximize ROI by rapidly implementing and operationalizing SASE solutions
• ▹Assist customers in implementing SASE solutions and integrating them into security and networking operations
• ▹Act as first line of technical support, coordinating and prioritizing resolutions with engineering
• ▹Represent the customer voice to influence the product roadmap
• ▹Coach customers on establishing Cloud Security Change Management, Governance and Center of Excellence programs
• ▹Identify risks to customer goals and build risk mitigation plans, escalating when needed
• ▹Build understanding of typical business challenges to map product features to customer needs
• ▹Grow into a go-to subject matter expert on SASE security solutions
• ▹Track performance metrics such as CSAT, renewal rate, upsell/cross-sell, adoption and engagement

Requirements

• ▹BS/MS in Computer Science, Electrical Engineering, Computer Engineering or a related technical field
• ▹At least 5 years of relevant experience in pre-sales, post-sales, technical support or consulting
• ▹In-depth understanding of networking and security concepts, with multi-vendor devices (routers, switches, firewalls, traffic generators)
• ▹Understanding of SASE architecture and its value proposition
• ▹Experience with Data Security products (CASB, DLP)
• ▹Enterprise-level experience with routing protocols (BGP, OSPF, EIGRP)
• ▹Expertise with Remote Access VPN, IPSEC, PKI & SSL, TCP/IP and authentication protocols (SAML, SSO, LDAP, RADIUS)
• ▹Knowledge of Linux, including Bash and Python scripting
• ▹Track record of managing customer escalations and negotiating resolutions
• ▹Availability for after-hours deliverables when needed

Soft skills