Customer Success Engineer, PlexTrac
Cybersecurity reporting and collaboration platform
Open for applications
Cybersecurity reporting and collaboration platform
21-100 employees
Open for applications
21-100 employees
Company mission
To empower teams to win the RIGHT cybersecurity battles.
Role
Who you are
- Must be located in the UK and able to support standard business hours (9-5pm) within the UK
- Excellent written and verbal communication skills in English are required; additional language skills are an asset
- Bachelor's degree in a technical field (e.g., Computer Science, Engineering) or equivalent practical experience preferred
- 5-8 years of previous experience in a customer-facing technical role such as technical support, solutions engineering, or customer success
- Security experience required; familiarity with cybersecurity, pentesting, compliance frameworks or technical reporting tools is a strong plus
- Proficient in cloud hosting services, Bash and Python scripting, Linux OS (Ubuntu, Red Hat), GitHub (creating and pulling PRs), email server setup, and working with data file types such as JSON, XML, and CSV
- Experienced with SSH, file permissions, file navigation/editing, port forwarding, proxies, Docker (Kubernetes a plus), SQL and NoSQL databases (Postgres, Couchbase), and Atlassian products (Jira, Confluence)
- Excellent problem-solving and troubleshooting skills with a customer-centric mindset
- Effective communication skills, both written and verbal, with the ability to explain technical concepts to non-technical audiences
- Proficiency in using customer relationship management (CRM) tools and support ticketing systems
- Proactive attitude, self-motivated, and ability to work independently as well as part of a team
- Willingness to adapt in a fast-paced/start-up, ever-changing environment
What the job involves
- We are seeking a skilled and motivated Customer Success Engineer (UK&I) to join our dynamic team
- This role will be responsible for building strong relationships with customers, understanding their technical needs, and providing timely and effective technical and product guidance and/or assistance to ensure their success with our products/services
- Collaborating with cross-functional teams and acting as a bridge between customers and internal teams to drive customer satisfaction and product improvement is needed to be successful in this role
- Serve as the primary technical point of contact for assigned customers, understanding their technical requirements and challenges
- Act as a trusted partner to customers by providing clear and proactive communication across Slack, email, and phone
- Provide technical guidance and support to customers during onboarding, implementation, and throughout the customer lifecycle
- Troubleshoot technical issues, identify root causes, and work collaboratively with internal teams (such as engineering, product, and support) to resolve customer problems
- Assist customers in configuring and customizing our products to meet their specific requirements
- Deliver technical product demonstrations and training sessions to educate customers about product features and best practices
- Document customer interactions, technical solutions, and best practices to build a knowledge base for the team and customers
- Identify upsell and cross-sell opportunities by understanding customer needs and suggesting relevant products/services
- Gather customer feedback and insights and communicate them to the product and engineering teams to drive continuous improvement of our offerings
- Collaborate with the sales team to ensure a smooth handover from the sales process to post-sales support
- Create customer-facing knowledge articles to drive self-service within our external and internal customer base
Salary benchmarks
Our take
With cyber-attacks becoming more sophisticated each day, it is vital for companies to employ the best security solutions available to them in order to protect their interests and employees. PlexTrac is a premier penetration test reporting and collaboration platform that consolidates all posture and risk assessment data sources. Its product streamlines collaborating report-building processes, thus reducing aggregation and reporting time by half.
Its proactive cybersecurity management platform is used by consultants, service providers, and enterprise teams of all sizes. PlexTrac’s powerful analytics and 360-degree visibility provide actionable insights that support offensive and purple teaming engagements, delivering more value to its clients than other security management options on the market.
The company has been focused on accelerated growth as it expands its market reach and increases brand awareness to further advance its current and future products.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 3 rounds)
Feb 2022
$70m
SERIES B
Apr 2021
$10m
SERIES A
Total funding: $81m
Company benefits
- Equity options
- Medical, dental, and vision coverage options
- Traditional 401k and Roth IRA options via Betterment
- Flexible Work Arrangements (Office in Boise, home office, or hybrid)
- Flexible hours
- Generous time off
- Casual environment
Company HQ
Downtown, Boise, ID
Leadership
Daniel DeCloss
(Founder & CTO)Previously, Founder and Principal Security Consultant at DDSEC and Former VP of Cages*Plus. Has ample experience working in Cyber & Information Security at a range of companies, including Anthem, Mayo Clinic, and Scentsy.
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