Customer Experience Engineer

We are seeking a skilled and customer-focused Customer Experience Engineer to join our team. This role is critical in ensuring our customers achieve maximum value from our cybersecurity solutions. The ideal candidate will have a strong technical background, exceptional problem-solving skills, and the ability to build long-term relationships with enterprise clients. You will work closely with customers both pre and post-sale to ensure smooth onboarding, provide technical support, and drive adoption of our solutions. 

Key Responsibilities: 

Customer Onboarding & Adoption: 

• Lead onboarding sessions to ensure customers understand and successfully deploy our cybersecurity solutions. 
• Develop and deliver tailored training sessions to enable end-users and administrators. 
• Assist customers in integrating our solutions into their existing environments, including writing Python scripts for API-based integrations. 

Technical Support & Issue Resolution: 

• Serve as the primary technical point of contact for assigned customers, addressing inquiries and troubleshooting complex issues. 
• Work with internal teams (e.g., engineering, product management) to resolve technical challenges promptly. 
• Provide proactive guidance to customers on best practices, upgrades, and optimization strategies.
• Utilize Salesforce to track customer interactions, document technical support cases, and report on key customer success metrics.  

Customer Success Management: 

• Monitor customer health metrics to ensure satisfaction and retention. 
• Conduct regular check-ins and technical reviews to assess solution performance and address evolving needs. 
• Act as a customer advocate, communicating feedback to product and engineering teams.
• Identify upsell and expansion opportunities and collaborate with account managers to drive additional value for customers.  

API Integration & Scripting: 

• Write and maintain Python scripts to assist customers in automating processes and integrating our solutions with third-party tools. 
• Guide customers on leveraging APIs for custom workflows and advanced configurations. 

Qualifications: 

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent work experience). 
• 5+ years of experience in a technical customer-facing role, preferably in the enterprise cybersecurity space. 
• Strong understanding of cybersecurity technologies, including but not limited to SIEMs, Data Lakes, Endpoint Detection & Response, Threat Intel Platforms, Security  
• Proficiency in Python for API interaction and scripting. 
• Experience with Salesforce CRM for managing customer accounts and tracking success metrics. 
• Excellent communication and interpersonal skills, with a customer-first mindset. 
• Ability to work independently and manage multiple customer relationships effectively. 

Preferred Skills: 

• Certifications such as CISSP, CEH, or similar. 
• Familiarity customer success methodologies. 
• Experience with cloud platforms like AWS, Azure, or Google Cloud.

What We Can Offer:

• A competitive salary, bonus, and equity package
• 100% employer paid, comprehensive health insurance including medical, dental, and vision for you and your family
• Unlimited PTO, with your manager’s approval
• Flexible work environment where you manage your workday
• A remote-first environment, with occasional travel to collaborate with customers, your team, and teammates from across the company in person
• 14 weeks of fully-paid parental leave

Salary range: $150,000-$180,000. This represents the typical salary range for this position based on experience, skills, and other factors.

Andesite is an equal opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.

We encourage candidates from all backgrounds to apply, even if you don't feel like you're a perfect fit. If you're passionate about contributing to our mission, we'd love to hear from you!