Job Overview

The Customer Success Engineer is responsible for driving customer adoption and ensuring product implementation and usage is delivered to the solution’s highest potential. The Customer Success Engineer will serve as a "glue player" in-between multiple organizations including support, customer success, professional services, product management, and development to name a few. Technically-oriented tasks for which you will be responsible, are to:

• Ensure successful product implementation and usage through in-depth environmental and solution discussions and planning
• Provide customer enablement and understanding of how Rapid7's solutions enhance customers' security programs
• Technically review (including demonstrations of) our solutions and their use-cases to new key contacts and administrators within customer organizations
• Work as an equal partner with the Customer Success Manager to secure the technical win during the renewal sales cycle in competitive situations
• Suggest specific technical best practices to maximize the effectiveness of the solution in support of their security program

Job Responsibilities

• Interface with Customer Success, Support & Services to ensure customer experience is consistently on best path
• Collaborate with product management and engineering as the primary customer facing player in the feedback loop dictating product evolution/roadmap
• Identify technical requirements and customer success criteria - goal oriented
• Gather and quantify technical customer requirements and document technical blockers during scoping conversations
• Review, and sometimes re-orient/train, customers about the usage of our products
• Secure Technical win during renewal evaluation processes
• Deliver presentations and participate in conference call discussions and face-to-face meetings to architectural groups, and Engineering Directors
• Provide education and evangelize services offerings to customers
• Create content to enhance customer product adoption
• Test, document, and communicate product defects to engineering team

Job Qualifications

• Experience level of 2-4 years of relevant IT/System Administration related experience
• Strong technical background with a demonstrated aptitude for picking up new technology with ease
• Basic technical understanding of RESTful API principles
• Ability to communicate with Engineering stakeholders as well as Executives to understand business problems and present solutions

Education:

• Bachelor’s degree and/or 4 years related work experience in IT

Nice to have - experience or familiarity with:

• Intermediate proficiency with object oriented programming languages
• Configuration management and automation tools (i.e. ansible, chef, puppet)
• Cloud computing platforms, mainly AWS
• Saas and Paas (Software/Platform as a Service)
• Scripting languages such as Python, Bash, or Ruby
• Project tracking solutions - JIRA, Confluence
• Proven experience in customer-facing roles