Customer Success Engineer Job Overview
Do you enjoy helping customers to overcome challenges and achieve their goals?
Are you one who embraces a challenge, understands that it’s ok to be uncomfortable, and relishes the opportunity to grow your skill set and your abilities by stretching yourself?
Can you think critically to solve difficult technical problems and provide solutions that may not be apparent?
Will you put yourself in the customers’ shoes to ensure you are providing an exceptional customer experience with every interaction?
If so, joining Rapid7’s Customer Success Engineering team may be a great fit.
The Customer Success Engineer (CSE) is responsible for helping our customers achieve their desired outcomes in 2 specific ways:
- Helping them overcome hurdles and challenges they encounter when using Rapid7 solutions
- Helping them achieve specific goals they are struggling to achieve on their own when using Rapid7 solutions
CSE’s have one mission - to make our customers successful - and we do this by providing them with technical product enablement, identifying areas for improvement within their implementation, and suggesting best practices to maximize product adoption and effectiveness.What’s in scope in this role?
As a member of the CSE team, you will engage with customers throughout the day by phone and by corresponding with them via email/case responses. You will perform a wide variety of technically-oriented tasks to ensure customer success, including, but not limited to:
Demonstrate a clear, detailed understanding of the customers challenges and goals
Provide easy to follow technical guidance on how to solve customer challenges and how to achieve customer goals
Verify that a customer has gone about things thoroughly and correctly in an effort to troubleshoot, investigate, and identify the root cause of challenges presented to us
Work as an equal partner with the Customer Success Manager to ensure [on-time] renewals
The Customer Success Engineer will collaborate very closely with several departments, including Customer Success (Account Management), Support Engineering, Product Management, and Sales Engineering to name a few.What are the Job Responsibilities?
Become a Subject Matter Expert (SME) with Rapid7’s solutions (specifically InsightVM, InsightIDR, and InsightAppSec) through training, “hackathons”, simulated situations replicating real world cases, and more. This is requirement #1
Understand our customers’ business objectives and technical challenges, and communicate how Rapid7’s solutions can be used to achieve internal goals
Interface with Customer Success, Support & Services to ensure customer experience is consistently on the best path
Deliver presentations, participate in conference call discussions, and attend face-to-face meetings to architectural groups, major lines of business, and C-Level executives.
Ability to communicate clearly and effectively. Must be able to explain complex functionality that can be simply understood by people of all technical backgrounds
Willingness to take risks, make mistakes, be uncomfortable, and challenge yourself in ways that you have previously avoided
- 3-5+ years of relevant IT/Security related experience
- Previous experience with vulnerability management, incident detection/SIEM, and/or web application security testing strongly desired
- Basic knowledge of best practices relating to secure network architecture, design and configuration.
- Fundamental knowledge of industry regulations and requirements including major compliance regulations
Very strong proficiency and knowledge of networking and routing fundamentals
In-depth knowledge of Windows and Linux Operating systems - sys admin experience a plus
Demonstrable background in customer-oriented problem solving
Creative problem solver who thrives in collaborative environment
Accountability - must follow up with customers when you say you will
Strong interest in security and networking
Education: Bachelor’s degree and/or 4 years related work experience