Customer Success Engineer, Halcyon
Cybersecurity tools to protect against ransomware
Open for applications
Cybersecurity tools to protect against ransomware
101-200 employees
Open for applications
101-200 employees
Company mission
Halcyon's mission is to defeat ransomware.
Role
Who you are
- The ideal candidate will have a general understanding of cloud, networking, applications, endpoints, and security
- If you are a self-motivated team player who is eager to learn and can adapt quickly, we encourage you to apply
- At least five years of related experience in technical customer support or a similar role
- Bachelor's degree in a related field; a Master’s degree or PhD can substitute for equivalent years of experience
- Direct post-sales customer advocacy and engagement experience
- Excellent executive-level communication (written and oral), presentation and interpersonal skills
- Strong experience with customer onboarding and customer success
- Demonstrated success managing customer journeys and engagements
- Experience with application-level support to include installing, configuring, tuning, and performance troubleshooting
- Ability to configure Windows Operating Systems to capture crash dumps and conduct preliminary dump-file analysis
- Proficiency in navigating macOS and Linux operating systems via terminal, with familiarity in executing various terminal commands to effect change or capture device information
- Familiarity with network topologies, edge devices (including routers and proxies) and troubleshooting techniques
- Ability to provide customer support and utilize customer support tools effectively
- Experience with Zendesk, Jira, Postman API, and Salesforce a plus
- Strong verbal and written communication skills, with the ability to interact with stakeholders of varying levels of technical knowledge
What the job involves
- Halcyon is looking for a high-performing problem solver and innovator to join our growing Customer Success team as a Customer Success Engineer (CSE)
- The Customer Success Engineer drives adoption and demonstrates ongoing value for the Halcyon customers
- You will be responsible for the coordination of all Customer Success activities: onboarding, adoption, support, and retention to secure the expansion of the Halcyon footprint in the customer environment
- Customer Success supports the customers in their journey creating value out of their Halcyon investment to help them achieve their goals, objectives, and desired business outcomes
- You will foster strong and long-term relationships with our enterprise customers and become their trusted advisor
- You will collaborate closely with Halcyon's Customer Success, Engineering, and Threat Response teams to troubleshoot and resolve customer issues and handle emerging threats, all while delivering top-notch support to our clients
- Convert customer strategy and needs into a customer success plan and execute on the plan
- Nurture customers on their Halcyon journey to discover the full value of the Halcyon platform and services
- Foster customers through the onboarding process and provide guidance around how they can achieve the maximum adoption and usage of the platform to meet their needs
- Proactively monitor and report on customer health
- Maintain regular customer cadence and communication around adoption trends, sentiment, and opportunities for deeper engagement
- Act as the customer advocate and escalate issues as necessary to expedite solutions and outcomes
- Work closely with the Halcyon Account Executives and Solution Architects to identify upsell opportunities
- Perform in-depth analysis and diagnosis for Halcyon Agents operating on Windows, macOS, and Linux
- Resolve complex technical issues while delivering top-notch support to customers
- Respond to escalations via phone or email promptly, courteously, and professionally
- Document technical resolutions in the knowledge base as needed
- Learn and develop new skills quickly as required
- Perform other duties as assigned
Our take
As cyber attacks become increasingly complex, especially in the mode of ransomware, companies such as Halcyon are becoming an ever more important weapon in the fight for cybersecurity. Though only formed in 2021, its founders have extensive experience as researchers at cybersecurity unicorn Cylance, amongst other notable companies in the sector.
Halcyon’s product stands out from similar - and abundant - offerings thanks to its melding of multi-proprietary advanced prevention engines and AI models designed specifically to seek out and destroy ransomware threats. It's the flexibility and reactivity of these two multi-tiered facets that have made Halcyon a trusted partner for companies on the Forbes Global 2000 list.
With significant funding behind it, Halcyon will ramp up the development of its platform's features and continue expanding its customer base.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
31% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Dec 2023
$40m
SERIES B
Apr 2023
$44m
SERIES A
Total funding: $104m
Company benefits
- A Remote Native Global Team - As a remote first, completely distributed team, we recognize great talent can exist anywhere. We invite you to apply to a job you’re interested in and we'll work a plan to meet your needs.
- Health & Wellness - We offer comprehensive health benefits to meet you and your family’s needs, including 100% covered Medical, Dental and Vision insurance for you and all your dependents.
- Competitive Compensation Packages - We offer competitive compensation packages with equity, depending on position, along with a generously matched retirement plan, unlimited PTO, paid sick time and holidays
- Future Planning & Time Off - We offer paid time off to take care of yourself! Relax and recharge on us. We also include paid parental leave, short & long term disability insurance, life insurance and more
Company HQ
Congress Avenue Historic District, Austin, TX
Articles
Leadership
Jon Miller
(CEO)Previously CEO and Founder at Boldend, Advisory Board member at Cylance, Vice President at Accuvant LABS, Managing Consultant at IBM.
Ryan Smith
(CTO)Currently Owner at Hustle Labs. Previously Chief Research Officer at Boldend, Advisory Board Member at Cylance.
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