Customer Success Engineer

UK - Reading

Location(s)

UK - Reading

Team(s)

Customer Success & Support


As a member of the CSE team, you will engage with customers throughout the day by phone and by corresponding with them via email/case responses. You will perform a wide variety of technically-oriented tasks to ensure customer success, including, but not limited to:

  • Demonstrate a clear, detailed understanding of the customers challenges and goals

  • Provide easy to follow technical guidance on how to solve customer challenges and how to achieve customer goals

  • Verify that a customer has gone about things thoroughly and correctly in an effort to troubleshoot, investigate, and identify the root cause of challenges presented to us

  • Work as an equal partner with the Customer Success Manager to ensure [on-time] renewals

The Customer Success Engineer will collaborate very closely with several departments, including Customer Success (Account Management), Support Engineering, Product Management, and Sales Engineering to name a few.

What are the Job Responsibilities?

  • Become a Subject Matter Expert (SME) with Rapid7's solutions (specifically InsightVM, InsightIDR, and InsightAppSec) through training, “hackathons”, simulated situations replicating real world cases, and more. This is requirement #1

  • Understand what a good security program looks like, and stay current as standards evolve

  • Understand the components of a successful security program implementation and how they interact with one another

  • Understand our customers' business objectives and technical challenges, and communicate how Rapid7's solutions can be used to achieve internal goals

  • Interface with Customer Success, Support & Services to ensure customer experience is consistently on the best path

  • Deliver presentations, participate in conference call discussions, and attend face-to-face meetings to architectural groups, major lines of business, and C-Level executives.

What are the Job Qualifications?

  • Ability to communicate clearly and effectively. Must be able to explain complex functionality that can be simply understood by people of all technical backgrounds.

  • Willingness to take risks, make mistakes, be uncomfortable, and challenge yourself in ways that you have previously avoided

  • Understand how failure enables growth

  • 3-5+ years of relevant IT/Security related experience

  • Previous experience with vulnerability management, incident detection/SIEM, and/or web application security testing strongly desired

  • Basic knowledge of best practices relating to secure network architecture, design and configuration

  • Fundamental knowledge of industry regulations and requirements including major compliance regulations

  • Very strong proficiency and knowledge of networking and routing fundamentals

  • In-depth knowledge of Windows and Linux Operating systems - sys admin experience a plus

  • Demonstrable background in customer-oriented problem solving

  • Creative problem solver who thrives in collaborative environment

  • Accountability - must follow up with customers when you say you will

  • Strong interest in security and networking