Customer Success Engineer

| Greater Boston Area

Customer Success Engineer

As part of Carbon Black’s Go-to-Market team, the Customer Success Engineer (CSE) is responsible for the technical health of our customers after implementation is complete. The CSE works directly with customers to proactively review customer environments and make recommendations for best practice configuration and design. 

As the ideal candidate, you have both a technical and services/support background that enables you to quickly assess and offer value to Carbon Black’s customers.

What You’ll Do

  • Proactively identify customers who are not following best practice and are at risk technically
  • Partner with Customer Success Managers (CSM) using established prioritization process to conduct annual Technical Assessments with customers
  • Review various aspects of product configuration and implementation to identify areas of improvement
  • Prepare reports to provide to customer with configuration recommendations
  • Work collaboratively with Support, Engineering, Technical Solutions, and Professional Services teams to ensure technical health of customers
  • Collaborate with stakeholders on Customer Success and Sales team to strategize on customer account plans
  • 5-10% travel

What You’ll Bring

  • BA/BS in Computer Science, or equivalent work experience
  • 5+ years customer facing, technical experience, whether in technical support or services role
  • Passionate about customer success
  • Ability to work in a fast-paced environment, balancing multiple priorities
  • Excellent verbal and written communication skills that can be used to explain complex technical topics in a clear and straightforward manner
  • Detail oriented individual that enjoys the challenge of technical troubleshooting
  • Knowledge of enterprise IT infrastructures and configuration, including support and security operations
  • Strong knowledge of IT security technologies and best practices
  • Knowledge of software implementation and patch management tool
  • Proficient in Windows workstation and server’s configuration, management and supporting technologies/products
  • Security+ or similar security certification preferred
  • Scripting language experience preferred
  • Familiarity with Linux and MacOS
  • Familiarity with SQL and PostgresSQL
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PerlLanguages
    • PythonLanguages
    • ScalaLanguages
    • HTMLLanguages
    • D3JSLibraries
    • ReactLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • MySQLDatabases
    • Google AnalyticsAnalytics
    • OptimizelyAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • Microsoft ProjectManagement
    • WordpressCMS
    • SalesforceCRM
    • MarketoLead Gen

Location

Waltham HQ - 1100 Winter Street, Waltham Boston Location - 201 South Street, Boston

An Insider's view of Carbon Black

What does career growth look like on your team?

We consider the Sales Development Representative Program an important first step in building out the foundation of a future leader. Whatever your first steps are at Carbon Black won’t be your last. Our program isn’t just about getting SDRs to be a good quota carrying rep; it’s also about helping them develop the next best step in their careers.

Susan

Sr. Director, Corporate Sales

How do you make yourself accessible to the rest of the team?

My leadership style is all about empowering my teams. I work in a way that is transparent and honest and want to help people achieve personal and professional goals. I want to foster technical abilities and make sure our people are keeping up with the leading edge technologies.

Tarun

VP of Product Infrastructure & Operations

What are some social events your company does?

Our culture club, Life at CB, focuses on a range of events. From company parties and sports leagues to philanthropy and learning and development, there's a ton of ways we get together. Also, a lot of communities were created by our employees, such as the Hiking Club, Women in the Workplace, and more.

Ashley

Sr. Talent Brand Ambassador

What are Carbon Black Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
In our Waltham HQ location.
Retirement & Stock Options Benefits
401(K)
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
For our Waltham HQ
Recreational Clubs
Relocation Assistance
For some roles, we will offer relocation assistance.
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Promote from within
Mentorship program
Time allotted for learning
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