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Customer Support Engineer

2 months ago

Santa Clara, United States netPolarity, Inc. (Saicon Consultants, Inc.) Full time

Position Summary:


We are looking for highly motivated and skilled Customer Success Engineers (CSEs) to join our team and support a project focused on reducing TAC cases and improving customer experience through proactive engagement.


The CSEs will play a critical role in driving upgrades to stable PANOS versions and developing educational resources to address common issues.



Key Responsibilities:


Customer Segmentation:


Manage a specific set of customers using assigned PANOS versions, focusing on high case volume accounts.


Digital Campaign Execution:


Collaborate with the Technical Enablement Manager to design and execute digital campaigns that encourage customers to upgrade to stable PANOS versions.


Proactive Engagement:


Work closely with Product Managers, Tech Marketing Managers, Data Analysts, Product Advisors, and SMEs to develop and implement solutions to reduce TAC cases related to "Customer Education Issues." This involves improving customer understanding of our products, addressing gaps in product documentation, and helping reduce configuration errors.


Cross-functional Collaboration:


Partner with internal teams (Sales, Support, Engineering) to resolve customer upgrade roadblocks and drive product adoption.


Education Development:


Create and distribute educational resources to help customers better understand product features and avoid common configuration issues.


Collaboration with Engineering:


Partner with engineering teams to analyze case trends, identify common issues, and provide feedback on product stability.


Tracking and Reporting:


Regularly track customer progress in upgrading to stable PANOS versions and report on the reduction of TAC cases in each segment.


Customer Advocacy:


Serve as an advocate for customer needs, working to ensure their success with our products.



Skills:


Technical Expertise:


In-depth knowledge of PANOS, NGFW, and related cybersecurity products.


Customer Success Experience:


Proven track record in a customer-facing role with a focus on driving product adoption and reducing support cases.


Collaboration Skills:


Ability to work effectively with cross-functional teams including Product Managers, Tech Marketing Managers, Data Analysts, Product Advisors, and SMEs.


Analytical Thinking:


Strong problem-solving skills with the ability to analyze trends and develop strategies for customer success.


Digital CS:


Prior experience in running digital CS journeys through Gainsight is a big plus


Communication Skills:


Excellent verbal and written communication skills, with the ability to deliver complex technical information in a simple, clear manner.



Project Management:


Ability to manage multiple customer success campaigns and track their impact.


Education:


Bachelor's degree in a technical field (e.g., Computer Science, Engineering) or equivalent experience.


5+ years of experience in customer success, technical support, or a similar role.


Experience with PANOS and NGFW products is strongly preferred.


Gainsight experience