Senior Customer Success Engineer - Remote Eligible

Customer Success Engineer

Mondoo is creating security experiences that companies leverage to keep their users and data safe from hackers around the world.

As a Customer Success Engineer (CSE), you will work in close collaboration with customers to understand their needs, objectives, and challenges. By building strong relationships, the CSE ensures customers are successfully utilizing our products, thereby driving adoption, retention, and overall satisfaction. This position also plays a crucial role in gathering customer insights and feedback to inform product development and improve user experience. The ideal candidate will possess a blend of technical expertise, project management skills, and strong interpersonal skills to effectively manage customer interactions and deliver exceptional service.

What You'll Achieve:

• Customer Support: Provide technical support to customers, resolving product issues in a timely and efficient manner.
• Onboarding and Training: Assist in the onboarding process of new customers, ensuring they understand how to use our products effectively.
• Technical Consultation: Offer expert advice and solutions to customers regarding the optimal use of our products and services.
• Product Feedback: Gather and relay customer feedback to the product development team for continuous improvement.
• Documentation: Develop and maintain comprehensive documentation, including user guides, FAQs, and technical support articles.
• Customer Success Stories: Identify and document customer success stories to highlight the benefits and value of our products. Work closely with the marketing team to share these stories through various channels.
• Customer Advocacy: Act as an advocate for the customer within the company, ensuring their needs and concerns are addressed.
• Performance Metrics: Monitor and report on key performance metrics related to customer success and product usage.

What You'll Bring:

• 5+ years of experience in a technical support or customer success role within the security industry is required
• Proven track record of managing customer relationships and delivering excellent customer service.
• Experience with:
• OS: Linux, Windows, macOS
• Cloud: VMware, AWS, Azure, GCP, K8s
• DevOps: Ansible, Terraform, GitHub
• CRM systems: (e.g., Salesforce, Zendesk) and customer support tools.
• Strong knowledge of security principles, techniques, and technologies.
• Experience with security tools such as firewalls, IDS/IPS, SIEM, and vulnerability scanners.
• Familiarity with regulatory requirements and industry standards (e.g., ISO 27001, NIS2, BSI, GDPR).
• Strong knowledge of security principles, techniques, and tools.
• Comfortable with a Linux/Mac Terminal
• Experience with cloud security (e.g., AWS, Azure, GCP) and API is preferred with knowledge and experience of DevOps tools.
• Ability to troubleshoot and resolve complex technical issues.
• Strong analytical and problem-solving skills.
• Preferred: Cloud security (e.g., AWS, Azure, GCP), API, and DevOps tools experience.

Interview Process:

At Mondoo, we believe in an equitable and transparent interview process. Here is what you can expect (subject to change with notice):

• Recruiter Screen: 30 minutes
• Hiring Manager Screen: 45 minute Google Meet with CSO, Patrick Münch
• Loop:
  • 45 minute Google Meet: with Principal Customer Success Engineer, Adam Benesh
  • 30 minute Google Meet: with Head of Sales, Matthias Canisius
• Assessment/Presentation: 60 minutes with several team members (prompt to be shared at this stage)
• Final call: with Patrick
• Offer!