Customer Success Engineer

Role Purpose

The Customer Success Security Engineer role is pivotal in delivering and supporting the customer success service offerings that organization provides. This role combines hands-on implementation, reporting and customer workshops. This ensures organizational customers receive high-value, strategic security outcomes, tailored to their business needs.

Key Responsibilities

❖ Escalate and report to the Head of Security Engineering.

❖ Manage and ensure the delivery of the Customer Success service offering including. o Customer Success Reviews o Customer Success support

❖ Conduct operational reviews for customers by analyzing security configurations, assessing risks and service performance, identifying improvement opportunities, and delivering actionable recommendations aligned with industry best practices and business objectives.

❖ Assist in the implementation, monitoring, and support of security technologies across customer environments, including SIEM, EDR, Email/Web Security, and Cloud Security tools.

❖ Respond to customer queries and escalations with professionalism and a focus on accurate, timely resolution.

❖ Conduct initial troubleshooting, log analysis, and issue investigation across supported platforms. ❖ Maintain high-quality technical documentation and contribute to service transition artefacts.

❖ Participate in internal knowledge sharing, security research, and training initiatives.

❖ Engage with customers in a professional and responsive manner to support ongoing service delivery.

❖ Escalate complex issues appropriately and contribute to root cause analysis and resolution tracking.

❖ Stay up to date on security best practices, emerging threats, and vendor technologies relevant to the role.

❖ Stay abreast of emerging threats, techniques, and technologies to help evolve service offerings and maintain relevance in a fast-changing landscape. Key Competencies and Performance Indicators (KPIs)

❖ Timely and accurate completion of assigned technical tasks and support requests

❖ Positive customer feedback on responsiveness and service quality

❖ Reduction in repeated issues through effective documentation and escalation

❖ Active participation in team meetings, training, and process improvement efforts

❖ Completion of required documentation to internal QA standards

❖ Consistent progress toward upskilling and certification milestones

Personal Attributes

❖ Clear and professional communicator with strong attention to detail

❖ Eagerness to learn and contribute in a collaborative team environment

❖ Strong problem-solving mindset and willingness to take ownership of assigned tasks

❖ Customer-oriented with a focus on delivering quality outcomes

❖ Adaptable and organised, able to manage competing tasks effectively

❖ Receptive to feedback and committed to continuous improvement

Qualifications

❖ 1–3 years of experience in Security Engineering or IT Support with a focus on security

❖ Preferably a Diploma in Security o Strong understanding of cyber-attack tactics, techniques and procedures, threat modelling

❖ Staying up to date with latest attacks and threat landscape changes

❖ Understanding of some of the following technologies. o Mimecast Email Security o CrowdStrike o Abnormal Email Security o DMARC o Microsoft Defender o Secure Web Gateway Services (Netskope, ZScaler)

❖ Technical experience in general information security best practices, TCP/IP networking and routing fundamentals, Unix/Linux system administration, network troubleshooting, intrusion detection/prevention.

❖ Knowledge of Microsoft architecture and network security framework

❖ High activity rates, strong work ethic, ability to multi-task and work to deadlines

❖ Excellent Microsoft Office skills (Word, Excel, PowerPoint) 3