Customer Support Engineer
2 weeks ago
This is a full-time on-site role for a Customer Support Engineer at Atomus located in San Francisco, CA. The ideal candidate must be a US Citizen and able to work onsite 5 days a week and shift expectations of 8:00 a.m. - 5:00 p.m. PST, in our San Francisco office.
About Atomus
Atomus is a leader in providing innovative compliance and cybersecurity solutions. Our mission is to help businesses achieve and maintain top-tier security and regulatory standards. We empower our customers to safeguard their operations and meet compliance needs seamlessly.
Job Summary
The Customer Success Engineer (CSE) will ensure our customer’s success by managing the technical onboarding, delivering outstanding technical support, and helping conduct Quarterly Business Security and Compliance Reviews (QBRs). You will work closely with customers to help them implement and fully leverage our cybersecurity products, maintain compliance, and solve technical challenges.
As Customer Success Engineer at Atomus, you will work directly with our customers to ensure high customer satisfaction while ensuring they are fully compliant for NIST 800-171 and CMMC. You will serve as the voice of the customer by sharing their feedback and insights with our product team and reporting any issues to our engineers. We take pride in delivering amazing experiences for our customers. Our customers depend on Atomus to manage and secure their Windows, MacOS, Ubuntu, iOS, Android devices, and Firewalls while ensuring compliance. We aim to provide the best possible support when they have questions. Our team's main goal is to simplify our customers' lives, for compliance and security.
Key Responsibilities
- Manage and guide new customers through the onboarding process, ensuring proper setup, configuration, and alignment with their security programs and establishing baseline compliance requirements of NIST 800-171 and CMMC while performing technical tasks/project management required for onboardings.
- Serve as the first point of contact for technical inquiries, providing debugging, troubleshooting, and solutions for technical IT/security issues related to the Atomus platform.
- Run regular Quarterly Business Security and Compliance Reviews with customers, analyzing their security posture, roadmap overview, product usage, and providing recommendations for optimization and growth.
- Work closely with internal teams (sales, product, engineering) along with partners/vendors for customer requirements to communicate customer feedback and advocate for customer needs in product development and rolling out 3rd party products
- Assist customers in managing and maintaining NIST 800-171 and CMMC compliance requirements, ensuring IT documentation is updated and maintained.
- Deliver training sessions (webinars or on-site) to customers on using the platform, improving their security posture, and staying compliant.
- Build and maintain strong relationships with customers, acting as a trusted advisor for their cybersecurity strategy.
- Serve as the security and compliance expert for potential customers and provide engineering expertise on sales calls.
Skills & Qualifications
- 2+ years of experience in a customer-facing technical role, IT administrator, solutions engineer, Technical Customer Success, or TAM role preferably in cybersecurity or compliance.
- Prior experience with NIST 800-171, CMMC, or other compliance standards.
- Strong experience with cybersecurity frameworks and technologies (e.g., NIST, CMMC, firewalls, routers, encryption tools).
- Intermediate networking knowledge of WAN and LAN connectivity, routers, firewalls, switches, security, etc.
- Experience with Microsoft Intune, Active Directory, Windows, MacOS and ABM, as well as mobile platforms like Android and iOS
- Advanced understanding of Microsoft products (Exchange, SharePoint, Windows, Windows Server, Active Directory, etc.)
- Provided IT support relating to technical issues involving Microsoft's core business applications and operating systems
- Familiarity with command-line tools (e.g., PowerShell, Terminal) for troubleshooting and deployment.
- Proven track record of success in customer-facing roles, ideally in customer success, support, or onboarding.
- Strong troubleshooting skills, particularly related to network security, software issues, and IT environments.
- Excellent verbal and written communication skills; ability to explain complex topics to both technical and non-technical audiences.
- Ability to manage multiple customer accounts and onboarding projects simultaneously.
- Familiarity with CRM platforms (HubSpot), and compliance documentation tools while managing SLAs which include customer satisfaction, initial response, and issue resolution times.
- The role requires excellent problem-solving abilities, adaptability across various tools while maintaining a broader perspective, and an ability to explain complex topics simply.
- Applicants must have strong emotional intelligence to intuit and match customer sentiment for effective communication.
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