iboss careers in United States – Customer Success Engineer – Remote

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Company overview

iboss is a cloud security company that provides organizations and their employees with secure access to the internet on any device, from anywhere, in the cloud. This eliminates the need for traditional security devices, which are ineffective in securing a mobile and cloud-first world. Leveraging a purpose-built cloud architecture, backed by over 190 issued and pending patents and more than 100 points of presence globally, iboss protects more than 4,000 organizations worldwide. The company is headquartered in Boston, MA, and has offices in Orlando, San Diego, London and the Philippines.

At iboss, we believe exceptional employees are the key to our success. Our teams are active, diverse, agile and highly empowered to lead excellence. Be part of the team that will transform the way cybersecurity is delivered!

Job description

Customer Success Engineers play an advisory role for customers, build long-term strategic relationships with customers and partners, and have a mission to ensure that iboss customers achieve the desired results through the interactions they have with our product and our team members. Customer Success Engineers will work with government, K12, commercial and corporate clients via live chat, email, web-based ticket systems, telephone and, in some cases, personal interactions. Interactions are primarily proactive, outbound, and on a customer-defined cadence. You will attendcustomers in the design, integration, implementation and training of iboss products and services. In this role you can expect to be very hands-on with technology and will also be responsible for the business aspects of the relationship which includes renewing and expanding the services customers subscribe to. You will be a technical advocate of the client; collaborating internally with product management, engineering and research and development resources to influence the product roadmap in line with the feedback gained in the field directly from customers.

An ideal candidate for this role will have extensive knowledge and experience with enterprise networking, systems, cybersecurity, and sales engineering or technical account management. An outstanding candidate understands the challenges administrators face when trying to protect users and devices in today’s borderless network landscape and has a proven track record in troubleshooting. If you have an innate curiosity to understand how systems work (and could be abused), a drive to find creative solutions to problems that others may think are impossible to solve, they feel comfortable in a fast-paced and challenging environment and are driven to provide customer satisfaction, we want to hear from you. We will provide you with the opportunity to work with some of the largest and most complex networks on the planet by providing a service that helps protect organizations and users from threats.

Responsibility

• Make sure your customers’ desired results are achieved through proactive cadence-driven engagement
• Manage and prioritizeAssigned customer portfolio to ensure every customer is successful and satisfied
• Act as a customer iboss expert when planning changes or activating new features
• Inform customers about new products and feature enhancements
• Provide feedback to product management, engineering and research and development teams
• Working with our technical support teams, ensure that any complex technical support requests are identified resolved in a timely and professional manner.
• Comprehensive interactions document for audit and record keeping purposes
• Helps customers measure success by basing current versus future status
• Work with team leaders and management to bring up recurring problems or opportunities for product or process improvements.
• Create, deliver, and quote customers
• Acquire purchase orders from customers
• Create and submit knowledge base entries to improve customer self-service capabilities.
• Create and maintain internal knowledge systems to assist other internal team members
• Keep abreast of product changes, working with laboratory and test systems to update quickly with new features, devices, and features.
• Attend and exhibit at trade shows and on-site training

Qualifications

The responsibilities described above are essential functions of the job. The following qualifications are representative of the knowledge, skills, qualities and/or skills required.

• Four-year degree
• Previous experiencein technical support
• Previous experience in sales engineering or technical account manager
• Outgoing and comfortable personality in talking to customers
• Having a strong work ethic and a team player mindset
• Excellent verbal and written communication skills
• Experience in designing and supporting multilayer IP networks; routing and switching
• Experience with network security; firewall, intrusion prevention, risk assessment, pen testing, content filtering, PKI, SSL/TLS
• Experience/familiarity with managing enterprise implementations of iOS, Android and Chromebook devices
• Experience in managing Windows Server or Red Hat Linux server environments
• Experience in managing large Windows and Mac workstation implementations (> 1k)
• Experience in managing DNS; Microsoft or Bind
• Experience in capturing and analyzing package captures
• Sense of integrity and highly developed commitment to customer satisfaction
• Strong orientation to details and listening skills.
• Strong decision-making and analytical skills
• Willing to travel 10% of the time

Advantages

• Health, vision, dentistry – open to national partners
• 401K with business correspondence
• Paid Time Off (PTO)
• Paid corporate holidays
• Optimistic, supportive and FUN working environment
• Fantastic corporate events
• Free lunch every Friday
• Free snacks

The duties and responsibilities described above are essential functionsof work.

All qualified applicants will receive consideration for employment regardless of race, skin color, religion, gender, sexual orientation, gender identity, national origin, veteran or disabled status.

* This location is not eligible for sponsoring work visas

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Company: iboss

Vacancy Type: Full-time · Mid-Senior level 

Job Location: United States

Application Deadline: N/A

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