Experienced Full Stack Customer Success Engineer – Threat Intelligence & Cyber Risk Management

At blithequark, we're revolutionizing the way organizations approach threat intelligence, security operations, and cyber risk management. Our comprehensive threat intelligence platform empowers teams to work together more effectively, efficiently, and collaboratively to defend against evolving threats. As a key member of our Customer Success team, you'll play a vital role in helping our customers get the most out of our platform and achieve their security goals.

About blithequark

blithequark is a leading provider of threat intelligence, security operations, and cyber risk management solutions. Our platform is used by thousands of organizations, including over 40 of the Fortune 100, to help them quickly aggregate, analyze, and act on their threat data. We're committed to delivering innovative solutions that empower our customers to stay ahead of the threat landscape.

Job Description

We're seeking an experienced and talented Customer Success Engineer to join our team. As a CSE, you'll be responsible for providing top-notch support to our customers, ensuring they get the most out of our platform, and helping them achieve their security goals. You'll work closely with our customers to understand their needs, provide training and guidance, and troubleshoot any issues that may arise.

Key Responsibilities

* Provide ThreatConnect platform training for software admins and analyst users while supporting various use cases of the product

• Map customer processes, intelligence requirements, and infrastructure into ThreatConnect's capabilities/data modeling
• Eliminate any customer or internal bottlenecks impeding problem resolution
• Work with third-party cybersecurity platforms/tools to help integrate them with ThreatConnect to enable the customer's workflows
• Develop an ongoing relationship with the customer and become their advocate for any feature enhancements or support cases
• Provide proactive guidance and encourage adoption of the ThreatConnect platform and assist in the deployment of new product releases
• Manage the status and internal and customer communications of service requests, product requests, defects, customer project plans, etc.
• Identify risks in customers to enable adoption and increase retention
• Manage the logistical aspects of any customer-facing events
• Travel to customer sites to expedite problem resolution, provide ThreatConnect visibility, facilitate communication, and project management initiatives
• Work with Customer Success Manager(s) as a tag team to provide world-class enablement for our customers
• Interface with ThreatConnect Product Managers on behalf of assigned accounts
• Set and manage expectations with customers' senior stakeholders and team members

What We're Looking For

* 3+ years of customer support experience OR experience in the computer network security industry OR ThreatConnect experience

• Bachelor's Degree or Master's Degree in Computer Science or a related discipline OR equivalent experience
• Excellent knowledge of a wide variety of security solutions and technologies, including Linux, network architecture, implementation, and configuration, firewall technologies, proxy technologies, anti-virus, spam and spyware solutions (Gateway and SaaS), malware/security experience
• Comprehensive understanding of the intelligence lifecycle, information needs, collection, organization, and priority intelligence requirements
• Comfortable writing API integrations and working with a variety of technologies in a dynamic customer environment – large focus on REST APIs and network connection troubleshooting
• Strong organizational skills with the ability to prioritize and execute in a methodical and disciplined manner
• Excellent oral and written communication and presentation skills with the ability to present to a variety of external audiences, including being able to interact with senior executives
• The ability to understand and articulate both the business benefits (value proposition) and technical advantages of ThreatConnect products and solutions
• Strong troubleshooting skills

Desired Qualifications

* Experience in training and course creation

• Experience scripting in Python

What We Offer

* Competitive benefits package with comprehensive insurance coverage, unlimited paid time off, and unique perks designed to help you meet your financial and personal goals

• Opportunity to work with a leading provider of threat intelligence, security operations, and cyber risk management solutions
• Collaborative and dynamic work environment with a team of experienced professionals
• Professional development and growth opportunities
• Recognition and rewards for outstanding performance

Career Growth Opportunities

* In the first month, we'll expect you to onboard and train with your supervisor or teammates, acclimate into the role, understand the tools and different stakeholders, and understand the various roles and responsibilities of team members.

• At 3 months, we'll expect you to begin initial scoping of projects, be able to build simple playbooks, start to provide insight into more complex builds, be able to work independently on smaller projects, provide insight to the customer on best practices within the platform, and be able to demo the platform on various levels.
• At 6 months, we'll expect you to complete more complex builds, expand on training opportunities for the customer, lead the technical aspect of customer onboarding (with assistance).
• At 12 months, we'll expect you to work independently on all projects, provide advice and guidance to other departments regarding your subject matter, scope out and assist with complex projects.

Work Environment and Company Culture

Our Customer Success team is primarily split between the US and the UK. We're committed to delivering innovative solutions that empower our customers to stay ahead of the threat landscape. We're a collaborative and dynamic work environment with a team of experienced professionals.

How to Apply

If you're a motivated and experienced professional looking to join a leading provider of threat intelligence, security operations, and cyber risk management solutions, please submit your application. We can't wait to hear from you! Apply to this Job Apply for this job