Customer Success Engineer

| Austin
Apply on our Careers Page https://spycloud.com/careers/
Apply now

SpyCloud is the leader in account takeover (ATO) prevention, protecting billions of consumer and employee accounts either directly or through product integrations. Our award-winning solutions proactively defeat fraud attempts and disrupt the criminals' ability to profit from stolen information. 

We are in search of an experienced Customer Success Engineer to join our team. Reporting directly to the Head of Product Strategy and Customer Success, this role is based in Austin,Texas.

Who You Are

You are a trusted advisor to customers on how they can derive the most value from SpyCloud. Working closely with our internal teams, you ensure they are aligned to deliver the most customer value. Your fantastic interpersonal skills enable you to develop relationships that allow you to be a strong advocate for your customer. You are highly organized and manage customer status updates with ease, synthesizing the efforts of other teams to ensure clear communications and expectations. You are able to present to any audience, technical or non-technical and can present to any level within an organization. Based on customer feedback, you create policies and procedures to ensure a consistent, high quality of service.

What You’ll Do

  • Your mission: educate customers on the capabilities of SpyCloud’s services so they can adapt them to their unique needs and see the value in continuing to use them.
  • Provide direct customer feedback to Product Management, acting as a partner for continued product improvement.
  • Facilitate and adapt delivery of SpyCloud products with the end goal of keeping customers satisfied.
  • Help define policies and procedures that optimize the customer experience. You may gather feedback from SpyCloud customers, study other customer success programs and analyze customer data to identify the best practices. The policies established must be ones the entire staff can adhere to, so all customers receive the same quality of service.
  • Provide technical support and/or provide in-depth product training to customers. Help customers plan and understand the best ways to utilize SpyCloud services based on the customer’s security needs.

What You Bring

  • 5+ years managing complex, enterprise customer relationships in a SaaS company.
  • Thorough understanding of security concepts and practices surrounding the risk of credential theft, account takeover prevention, and fraud investigation.
  • Practical, hands-on knowledge of networking, internet technologies, web services, APIs, JSON, and at least one scripting or programming language.
  • Experience with Customer Relationship Management (CRM) software, Customer Success software, and ticketing systems
    • Bachelor’s degree in computer science or a related field
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C#Languages
    • PythonLanguages
    • RustLanguages
    • jQueryLibraries
    • ReactLibraries
    • Pyramid Web FrameworkFrameworks
    • MemcachedDatabases
    • MySQLDatabases
    • RedisDatabases
    • DynamoDBDatabases
    • ElasticsearchDatabases
    • ConfluenceManagement
    • JIRAManagement
    • HubSpotCRM

Location

We are located on South 1st within walking distance of awesome restaurants and coffee shops, and minutes from South Congress and Downtown.

An Insider's view of SpyCloud

What’s the vibe like in the office?

It's been a joy getting to work with passionate, intelligent and creative coworkers, who also value a great sense of humor. The convenient location on S 1st, free lunches and unlimited supply of La Croix definitely adds to the awesomeness!

Melanie

Executive Assistant

How do you collaborate with other teams in the company?

There are no silos at SpyCloud. Everyone is aligned, focused on: build a great company; deliver value to customers. It emanates from shared cultural values among everyone. That makes collaboration among teams easy. Everyone rolls up their sleeves, works together regardless of team, and gets things done. We deliver results, as a team.

Ted N.

Business Development Manager

What makes someone successful on your team?

Technical challenges are plenty at SpyCloud but the key to success is working as a high functioning and cohesive team. We strive to improve together and this starts with each of us. Being driven, curious, flexible, and humble are all qualities for success at SpyCloud. Any challenge can be tackled with the right team supporting you!

Ronak

Director of Engineering

How would you describe the company’s work-life balance?

Our teams are highly collaborative, while respecting individuals’ personal space and the need to hunker down to get stuff done. We enjoy working in our open space, coming and going as we need to get work done when we're most productive. That flexibility gives us ample time to collaborate with coworkers while still allowing quality time with family.

Chris

Chief Strategy Officer

What are SpyCloud Perks + Benefits

SpyCloud Benefits Overview

We believe that healthy, happy employees are the most creative and productive, so if you come to work with us, expect some great perks!

Culture
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
Company Equity
Child Care & Parental Leave Benefits
Flexible Work Schedule
Your best inspiration may not come between 8am & 5pm (our core hours)! SpyCloud believes in allowing you to have a flexible work schedule that includes varied start times, times of day or locations!
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Perks & Discounts
Casual Dress
Free Daily Meals
Daily lunches mean we get to enjoy each other company and food from many of Austin's great eateries. Friday breakfasts add an extra burst of energy to finish work before we go into the weekend.
Stocked Kitchen
We keep our kitchen stocked with coffee and tea, delicious snacks, and an impressive array of beverages!
Happy Hours
Pet Friendly
We love the soulful eyes and exuberant personalities of our SpyCloud canines. 3 Corgis are just the beginning of the awesomeness of SpyCloud Pets.
Relocation Assistance
Professional Development Benefits
Lunch and learns
Acme Co. hosts lunch and learn meetings once per quarter.

Additional Perks + Benefits

We are passionate about solving hard problems, building a company culture that promotes the best in our employees, and creating products that delight our customers.

Free lunches, a great location and a generous PTO policy are just some of the perks that make working at SpyCloud awesome.

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Apply now
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