Customer Solution and Success Engineer

Overview Workplace Type: Remote - Region: San Francisco, CA Responsibilities Methodically empirical and experimental in approach and evaluation without being bound by over paralysis-by-analysis Be an enthusiastic learner and curiosity seeker, focusing on what can be done rather than hindered by notions of what cannot be Work ceaselessly to improve knowledge of the security field, threat landscape, security intelligence, moving proactively toward prevention and detection of threats Possess effective verbal and written communication skills, be passionate about sharing knowledge, tactics, strategy, as well as advocating for the project mission Great logic and problem-solving skills. Evangelize security within CatchProbe and be an advocate for customer trust Your Impact Ensure customers are maximizing their return on investment by rapidly implementing and operationalizing CatchProbe solutions to achieve their business and security objectives Be a Senior Technical advisor guiding the customers in implementing CatchProbe Intelligence solutions with a focus on fully integrating these technologies into their security operations. Be a Go-To customer expert on CatchProbe Intelligence solutions and become a Subject Matter expert over time. Serve as a customer advocate in influencing product roadmap and improvements, Coach customers on how to establish and manage their overall Cloud Security program. Conduct Webinars & other customer advisory sessions to provide Best Practices guidance on Security Intelligence Solutions. Identify risks to the customer achieving their stated business goals and work with the account team to build a risk mitigation plan or escalate as needed Performance metrics include CSAT, Renewal rate, Upsell / Cross-sell lead identification, Reference-ability, Renewal likelihood, Adoption, Consumption, Customer Engagement. Qualifications Required Qualifications: These are REQUIRED qualifications. Candidates will be dispositioned out if they do not have these qualifications. These MUST be quantifiable. 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 Expert knowledge in 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 Expert knowledge 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 Your Experience BS/MS in Computer Science, Electrical Engineering, Computer Engineering or a related technical field Experience in building tooling to support cyber threat intelligence analysis efforts 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 Experience with security products and/or offerings 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 Ability to multi-task and work in a fast-paced environment #J-18808-Ljbffr

Created: 2025-09-18