*Location can be Denver, Boston or other Remote US location

Randori, an IBM Company is looking for a highly-motivated, self-starting and action-oriented Customer Success Engineer to join our Customer Experience team working directly with our Customer Success Managers to ensure customers realize the full business value from their purchase of Randori. As a Customer Success Engineer you will provide premier support to our customers by leveraging your strong technical and product knowledge to guide customers in their successful operationalization and use of Randori within their organizations. Successful candidates will have an excellent technical security software foundation, as well as account management experience and be comfortable in a fast-paced, high growth environment.

Reporting to the Senior Director of Customer Experience, the Customer Success Engineer is a technical resource supporting activities including onboarding, integrations, customer support, knowledge-base upkeep as well as capturing and effectively sharing customer feedback with product management in the support of continuous improvement and innovation.

If you don't meet 100% of the requirements below - that's okay, nobody's perfect! We believe in hiring people, not just a list of skills. We encourage you to apply if you think this is a role that would make you excited about coming to work every day.

Randori is committed to a diverse and inclusive workplace. We will consider all qualified candidates regardless of race, color, national origin, sex, age, marital status, personal appearance, sexual orientation, gender identity, family responsibilities, disability, education, political affiliation or veteran status.

A Little About the Job

• Works in coordination with the Customer Success Manager assigned to the account to ensure an amazing customer experience
• Directly responsible for supporting customers with integrations including leveraging our bi-directional API to operationalize Randori within their security operations programs
• Represent Randori as a subject matter expert and effectively position technical value
• Assists customers with technical inquiries and issues related to Randori’s SaaS platform
• Escalation and resolution of issues as they are reported by customers including frequent updates on progress
• Works to replicate, analyze and investigate reported issues, including but not limited to reviewing code and effectively ticket said issues for prioritization and/or escalation
• Collect, analyze and document customer feedback to share with Product Management
• Interacts closely with various departments to provide first-hand feedback from customers
• Expertly handles escalated customers
• Ensures the knowledge base is up to date as well as expanded to support customer self-service

A Little About You

• 3 years of successful enterprise pre-or post-sales experience in Cybersecurity and ideally experience in the vulnerability management and pentesting markets
• Knowledge or experience working with the following: REST APIs, Software Development (specifically with Python), and BASH/Linux CLI
• Experience in technical support and/or professional services within the high-tech industry
• Client facing sales or services experience
• Demonstrated ability to prioritize work within a demanding environment, consistently delivering results
• Ability to influence teams across the organization to achieve desired customer outcomes
• Excellent written and verbal communication skills; the ability to clearly articulate technical issues to both technical and non-technical audiences and to explain the impact in business terms
• Knowledge of Networking
• Knowledge of CyberSecurity Network Security is preferred

If you don't meet 100% of the requirements below - that's okay, nobody's perfect! We believe in hiring people, not just a list of skills. We encourage you to apply if you think this is a role that would make you excited about coming to work every day

A Little About Our Benefits

• Health Care Plan (Medical, Dental & Vision)
• 401k Retirement Savings Plan
• Life Insurance (Basic, Voluntary & AD&D)
• Unlimited PTO (Trust and accountability-based)
• Parental Leave (PPL) and Family Medical Leave (FML)
• Short Term & Long Term Disability (STD, LTD)
• Employee Assistance Program (EAP)

Randori, an IBM Company is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.

Security Responsibilities:

Every Randori employee has the responsibility to ensure all tasks performed adhere to Randori’s Information Security requirements. This includes understanding and following security policies, participation in information security training, and helping improve the organization's overall security maturity. Each member of our team must understand their role in protecting company assets and the subsequent handling of confidential & customer data.