Platform Engineer

ZeroFOX

Baltimore, MD, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 02/24/2021
  • Website: zerofox.com
  • Company Address: 1834 S. Charles St., Baltimore, MD, 21230

About ZeroFOX

ZeroFOX, the innovator of social media & digital security, protects modern organizations from dynamic security, brand and physical risks across social, mobile, web and collaboration platforms. Using targeted data collection and artificial intelligence-based analysis, ZeroFOX protects modern organizations from targeted phishing attacks, credential compromise, data exfiltration, brand hijacking, executive and location threats and more.

Job Description

Do you know how to configure software? Are you a low-code, build-your-own applications genius? If you know how to manage multiple projects and personalities, work with data, dream of automation, won’t rest until a problem has a resolution AND enjoy working collaboratively with an awesome team, this job is for you! 
 
ZeroFOX seeks a Technical Engineer to guide best practices to build and deploy platform configuration for our customers while working in tandem with Threat Analysts, Account Management and Technology teams to see issues to resolution. The Technical Engineer will be dedicated to delivering the best in customer platform configuration and service to all of our platform customers and internal business users. In this role, (s)he will take customers through configuration of the ZeroFOX platform, working directly with clients to bridge the gap between their business and technical requirements.
 
The Technical Engineer will be responsible for clearly articulating customer business and technical requirements, while supporting the product team in defining the scope of work and budget by negotiating trade offs or new requirements / change orders. The successful applicant will need to nurture relationships, both internally and externally, provide amicable customer solutions, and be technically competent on the ZeroFOX SaaS platform.  As a high-touch, high-value services organization we need team members who are great with customer- facing interactions, have incredible communication skills, and are able to ask great questions. We look for people who are  multi-talented, thoughtful listeners and customer-focused problem solvers. Technically- and business-minded Project Managers, Business Analysts, Systems /or Software Developers or candidates with experience with setup and delivery of similar SaaS products will be given priority consideration. 

The Ideal Candidate Will:

    • Manage multiple customer initiatives while leading platform configuration / technical support efforts for enterprise services organization
    • Work with customers to prioritize and document challenges, articulate product solutions that will fit specific requirements, and communicate expectations back to customers
    • Improve processes and workflows; participate in improving the services we provide to our platform customers, including but not limited to configuration, product and managed services improvements for the ZeroFOX platform
    • Lead groups in product training
    • Contribute concise and informative product documentation for the user knowledge base
    • Draw upon system architecture and its interrelated components to differentiate between common vs. critical system issues. Escalate to higher tiers of support accordingly
    • Communicate system requests / issues / improvements / enhancements, translating them to our cross-functional team(s), if necessary, and following through with our customers
    • Think creatively about ways to solve customer problems and increase the level of customer engagement over time
    • Manage ZeroFOX platform configurations
    • Act as an escalation point for our team and customers
    • Optimize configuration and support processes and ensure support quality
    • Enable efficiency and customer insight via systems, automation and best practices
    • Collaborate with management and cross-functionally with Sales, Product, and Services teams

Requirements:

    • Successful track record while working in platform configuration / technical support / implementation with experience in enterprise service support and SaaS offerings, typically obtained in 3-5 years
    • Experience with Software as a Service (SaaS) and/or software applications technical support. Working knowledge of 1 or more technologies / languages listed below:
    • Java Script (preferred) 
    • Python
    • SQL
    • Solid organizational & prioritization ability; ability to manage multiple customer initiatives
    • Excellent client-facing communications, both written & verbal
    • Professional and effective presentation skills
    • Technical skills and aptitude (former SaaS experience a plus)
    • Systems thinking - knowledge of how to organize data and workflow
    • Problem solving - ability to look at problems in multiple ways
    • Strong detail orientation and analytical mindset
    • Experience with Data / Workflow Analysis
    • Strong verbal and written communication skills
    • Ability to ask leading questions to identify and troubleshoot root of a problem
    • Ability to create win-win solutions with customers
    • Thought leadership- ability to see big picture to lead a customer to a bigger/better solution
    • Customer Management - possessing a solid record of delighting customers
    • Empathy - ability to see multiple sides of a challenge, a solution, and their respective ramifications across the business
    • Organization - excellent time managementProactivity - thinking ahead; solutions-orientation
    • Teamwork - recognition of impact and ways to support the team
    • Ownership of work - desire and ability to take control and see projects to completion

Big Bonuses

    • Previous exposure to cloud computing and API integration work 
    • Knowledge of data analytics, dashboards, and reporting
    • Skill with various workflow tools: JIRA, SQL, SalesForce, Google Apps, Zendesk.
    • Bachelor’s or Graduate degree, preferably in Computer Science, Forensics, Information Systems, Cyber, or other similar background
    • Eagerness to improve processes and to work smarter, not harder. Constant drive to automate and reduce redundant work
    • Propensity to thrive on change and general dissatisfaction with the “status quo” founded on the belief that great is better than good
    • Past experience working in technical support, configuration and / or training capacity

Do you want to love where you work?

    • Amazing Product: ZeroFOX is creating paradigm shifting cyber security product.
    • Recently raised a $74 million Series D led by Intel Capital, and joined by some of the most respected VCs in the country, like NEA and Redline Capital.
    • Bragging Rights: Named the #1 startup in Baltimore and #2 startup in Maryland by the Tech Tribune
    • Awesome Culture:  ZeroFOX is a community – most describe our team as a group of close-knit, incredibly talented, and highly caffeinated people. Behind ZeroFOX’s numerous accolades lies a vibrant ecosystem where team members have fun and are rewarded for continual innovation, disruption, and taking ownership in their work.
    • Get Things Done: Innovation is woven into the fabric of our organization. Every aspect of our operations is purposeful; enabling us to research, develop and innovate faster than the competition.
    • Benefits: In addition to competitive compensation, full-time employees can participate in our health insurance plans, retirement, and more.
    • Best Office in Downtown Baltimore (Federal Hill): Large floor-to-ceiling windows, a productive workspace, an awesome community area and free street parking available.

Interested?

    • Ready to apply? Visit us at https://www.zerofox.com/careers to find out more and join the best team in the security industry.
    • Not ready to apply? Email careers_at_zerofox_dot_com to speak with a member of the team!
ABOUT ZEROFOX
ZeroFOX, the market leader in digital visibility and protection, safeguards modern organizations from dynamic security, brand and physical risks across social, mobile, web and collaboration platforms. Using diverse data sources and artificial intelligence-based analysis, the ZeroFOX Platform identifies and remediates targeted phishing attacks, credential compromise, data exfiltration, brand hijacking, executive and location threats and more. The patented ZeroFOX SaaS technology processes and protects millions of posts, messages and accounts daily across the social and digital landscape, spanning LinkedIn, Facebook, Slack, Twitter, Instagram, Pastebin, YouTube, mobile app stores, the deep & dark web, domains and more.
 
**ZeroFOX is an Equal Opportunity Employer and participates in e-Verify**

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.