Customer Success Engineer - Cyber Security

Deep Instinct

Tokyo, JP / Remote
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 03/28/2021
  • Website: deepinstinct.com
  • Company Address: 501 Madison Ave, New York, NY

About Deep Instinct

Deep Instinct is the first company to apply deep learning to cybersecurity. Deep learning is inspired by the brain’s ability to learn. Once a brain learns to identify an object, its identification becomes second nature.

Job Description

About The Position

You are passionate about technology and customers. You are a customer facing, problem solver. Used to working under pressure, to deadlines and resolving issues in the high-pressure environment of cybersecurity.

Deep Instinct’s Customer Success team engages our customers and partners to ensure they are fully leveraging and recognizing the value Deep Instinct provides in protecting them from the ever-expanding threat landscape. As the main point of contact between the company, and supported by ProServ and Support teams, your focus will be to driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio.

What You'll Do:

  • Partner with our service providers and direct customers to deliver predictable outcomes and experiences for their business by:

Show Value

  • Delivering and communicating ROI for our clients, throughout the customer lifecycle

Retention

  • Driving retention and growth by understanding their business needs and helping them succeed

Trusted Advisor

  • Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement

Facilitate Feedback

  • Marshall resources across Deep Instinct as needed to support customers’ needs
  • Represent the voice of the customer to inform our sales process and product roadmap

Support Upsell

  • Collaborate closely with the Sales team to support new and expansion opportunities

Build Brand Advocacy

  • Identify opportunities for customers to act as Deep Instinct advocates (e.g. testimonials, case studies)
  • Build strategic relationships with CISOs, other key security leaders, and end users of Deep Instinct’s products

Technical Guidance and Troubleshooting

  • Provide first level technical support on any issue’s customers may face prior to escalation
  • Implement best practices as it relates to deployments and methodology
  • Proactive identification of system defects / creation of work items to create permanent application fixes as required
  • Solve and resolve moderately complex issues regarding functionality and usage of software applications, escalate as needed
  • Monitor, document and manage resolution process in a timely manner by effectively communicating status and resolution updates to customer and internal teams
  • Support Sales Account team with any technical obstacle

Requirements

 Who You Are:

Experience (Cybersecurity)

  • 3+ years cyber security experience, endpoint experience preferred
  • Solid understanding of enterprise IT security strategies, products, and operations

Knowledge

  • Complete understanding of Deep Instinct solution offering
  • Understanding of the client’s usage of our product in support of their operations
  • Configurations of new clients and new service offerings
  • Experience, via either experience or education, with running database queries, troubleshooting systems, following defined procedures

Experience (Customer Success)

  • 2+ years Customer Success experience with a track record for developing and maintaining a trusted advisor positions with customers
  • Ability to interpret customer requirements into technical solutions and recommendations
  • Understanding of business process and workflow

Skills

  • Strongly analytical – can analyze information or a situation and reach conclusions through systematic and methodical thinking
  • Eagerly proactive – acts independently and responsibly and anticipates future events
  • Service oriented – provides courteous and professional service through attentiveness and empathy
  • Effective and direct written and verbal communication

General Attributes:

  • Self motivated with strong team attitude
  • Strong planning, organizational, and prioritization skills
  • Process oriented
  • Strong work ethic and integrity
  • Operates with a high degree of professionalism
  • Demonstrates strong judgment and analytical skill
  • Initiative and accountability
  • Adaptable to change/flexible
  • Innovative business and technical problem solver
  • Strong presenter and communicator
  • Savvy project manager
  • Capable of cross-selling products and services
  • Customer advocate
  • Understands and is sensitive to customer business requirements

Language:

  • English, Japanese, (Mandatory)
  • Mandarin, Korean (Nice to Have)

Travel expectations:

  • Approximately 20% annually

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, genetic information, protected veteran status, sexual orientation or any other characteristic protected by federal, state or local laws.

 

About Deep Instinct:

Deep Instinct, is the first cyber security company to apply Deep Learning as a platform for greater efficacy and accuracy in enterprise cyber defense. As an innovative startup that has a unique and game-changing software solution to revolutionize the ability to prevent cyber threats.

By using deep learning, we are able to predict and prevent any kind of threat – known and unknown – anywhere in zero-time. Every endpoint, server, mobile device, network and operating system is protected against any type of attack, be it fileless or file-based. This advanced approach to threat prevention ensures that attacks are identified and blocked before any damage can be caused.

Deep Instinct has achieved significant industry recognition, through winning important awards such as: “Start-up of the Year” at IT World Awards 2017 & 2016; “Most Disruptive Start-up” NVIDIA GPU Tech Conference; “Most Innovative Start-up” at Black Hat 2016; and Gartner “Cool Vendor in Digital Workspace Security” in 2016 

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