Customer Success Engineer (US East Coast)

Date Posted: 30+ days ago
Salary:
Remote

Job Description

Founded in 2014 in London, United Kingdom, Garrison has raised more than $50m to date from London investors including Dawn Capital, IP Group, NM Capital and BGF. Garrison’s strengths lie in its experienced and dedicated teams, building on years of expertise in cyber security to bring genuinely game changing technology to the industry.

Garrison is working to build the future of cyber security and is already deploying at scale in both the government and commercial space. Our existing customers are large organizations averaging over fifty thousand employees each, across sectors including banking, insurance, media, telecomunications, law enforcement and government.


What we do

We make the internet a far safer place for work and play. We develop cybersecurity products that bring together our own electronic hardware, firmware and software to provide an unrivalled combination of security, usability and performance to ensure that risky web content is never processed on the user’s endpoint device.


Overview of the role

This is a fantastic opportunity to join the Customer Success (CS) team at Garrison.Here you will contribute to the Support arm of the CS department to ensure the ongoing satisfaction of our customers.

You will focus on delivering best-in-class support and customer service to turn every customer into an advocate of Garrison, encouraging successful word-of-mouth recommendations to support long-term growth for our business.

The successful candidate will be sharp, technically literate, collaborative and highly personable with the ability to consult with technical and non-technical stakeholders, both internally and externally at all levels. You may come from a network/infrastructure support role, with the plan to move into something more client-centric, or you may simply be a technical individual that enjoys working with people.

You will be comfortable with our client support structure, where a “follow the sun” approach ensures that there is always at least one CS Engineer available to speak to Garrison customers. This will mean being part of an on-call support rotation, providing phone cover for high priority incidents over weekends and holidays and embracing flexible start and finish times on working days.

This role will involve frequent communications with the wider CS and engineering team in London, working from your home office, maintaining your own test network and regular travel to customer sites and Garrison office locations.

Please note that the security clearance requirements for this role require the successful candidate to be a US national.


Key responsibilities

Our Customer Success Engineers should be able to:

  • Develop a detailed understanding of Garrison’s products.
  • Articulate Garrison’s secure web browsing concept in simple terms.
  • Prepare Garrison appliances for shipment to customers.
  • Provide ongoing support to customers and help manage associated ticket queues.
  • Provide onsite support to customers as required (will require travel).
  • Undertake root cause analysis on Garrison issues before working with the Garrison engineering team to plan a resolution.
  • Engage with Garrison's engineering teams to discuss product improvements and roadmap items from a functional, usability and performance perspective.
  • Carry out detailed product testing of new Garrison releases and features ensuring they work as expected and raise issues (with clear instruction on how to replicate) to the engineering team for investigation.
  • Conceive and help create customer success material (documentation, training videos etc.)
  • Be part of the 24x7 remote support rotation.


In addition, you may be asked to:

  • Develop a detailed understanding of the cyber security market and of cyber security best practices to provide consultancy to our customers.
  • Engage with customer technical teams to help plan and support installation and deployment of Garrison appliances.
  • Support Garrison Proof of Concepts and evaluations.
  • Train customer teams to administer and support their Garrison deployment.
  • Assist the sales and marketing team at US and international industry events.


Requirements


You will be perfect for the role if you have the following:

  • Degree in a relevant Engineering, Maths or Science subject or equivalent professional experience
  • A strong understanding of computer networking; in particular:
    • internet technologies such as DNS, NTP, HTTPS, SSL certificates and cloud platforms
    • the supporting OSI stack - TCP/IP, Ethernet, routing and switching
    • enterprise security infrastructure, e.g. proxy and firewall technology and Syslog platforms
    • Security best practice
  • Practical experience implementing, integrating and debugging networks
  • Experience working directly with end customers in a support capacity e.g. taking calls, documenting the issue, escalating as required, working with internal teams and providing a resolution
  • A general understanding of the current cyber threat landscape and the challenges faced by organizations in combatting these threats. This should include knowledge about solutions and technologies commonly used by organizations to defend against cyber attacks.


And we are delighted to have team members who show the following qualities:

  • You collaborate with team members and have excellent interpersonal skills
  • You are self-motivated, resilient, enjoy technical challenges and delivering results
  • You are passionate about delivering the highest levels of customer service
  • You are calm under pressure and maintain a diplomatic manner even when being challenged
  • You are flexible and adaptable
  • You tackle problem solving in a logical and systematic approach
  • You can communicate well, both verbally and in writing


We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, disability, age or marital status.

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Job Detail

  • Job Id
    cfa17c1b826e8fc3
  • Location
    Remote
  • Company
  • Type
    Private
  • Employment Status
    Permanent
  • Positions
    Available
  • Career Level
    Experience
  • Gender
    Male/Female

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