Job Description

Meet the Team

[Employer hidden — sign up to reveal], a [Employer hidden — sign up to reveal] company, is building a safer and more resilient digital world with an end-to-end full stack platform made for a hybrid, multi-cloud world. Leading enterprises use our unified security and observability platform to keep their digital systems secure and reliable. Come help organizations be their best, while you reach new heights with a team that has your back.

Your Impact

This role at [Employer hidden — sign up to reveal] is a key team member responsible for the technical health of our customers. You will bring your product knowledge to advise customers on their platform health, providing advice on [Employer hidden — sign up to reveal] Enterprise and [Employer hidden — sign up to reveal] Cloud architectures and technical guideline to ensure customers remain successful and realise the full value of their investment in [Employer hidden — sign up to reveal]. As a [Employer hidden — sign up to reveal] Technical Success Engineer, you will support on adoption journey with product support, advisory and management of customer escalations.

What You'll do

• Deliver customer onboarding mentorship, enablement planning, administration and management workshops.
• Provide and lead planning and recommendations for the overall health of a customer's [Employer hidden — sign up to reveal] environment.
• Overall customer environments considering cases, critical issues, outages and ongoing projects, and conduct diagnostic health checks as needed.
• Advocate internally for customers to facilitate the resolution of customer issues through coordination of efforts among [Employer hidden — sign up to reveal]’s internal organizations (technical support, services, sales, product development, product management, and executive leadership teams).
• Proactively analyse customer issues and interactions to identify training and additional services needs, engage internal teams for delivery.
• Participate in sales QBRs with customers (onsite and virtually) to review service levels, usage metrics and customer environment performance.
• Work with the relevant technical teams to proactively handle customer critical issues and configurations, and recommend customer environment upgrades and add-ons, ensuring upgrade readiness and new feature awareness.
• Assess all cloud overages and leverage services for workload optimization solutions.
• Proactively identify customer environment impacts related to bugs or new release build and lead scheduled maintenance windows and communicate optimally between teams.
• Understand, document and communicate the customer’s needs to the Account Team.
• Keep the customer advised of key information that may be vital to their success (e.g. product roadmaps, new product releases, customer events, or organizational changes).

Minimum Qualifications

• 3+ years’ experience in technical account management, customer success, professional services, systems engineering or related.
• You will come from a very similar Technical Account Customer Success role.
• Experienced with customer escalations, account management and project management.
• Strong verbal and written communication skills with the ability to build technical concepts to non-technical.
• Fluent in Arabic and English.

Preferred Qualifications

• Passionately focused on customer service and success.
• Willing to pursue [Employer hidden — sign up to reveal] Architect Certification.
• Ability to connect with individual contributors to senior leaders.
• Work independently and as part of a team.
• Experience with IT operations and technical infrastructure.
• Understanding of [Employer hidden — sign up to reveal] Core Platform.
• Travel up to 30% may be required.

Nature of the Work: Hybrid Full Time

Hours of work: 48 hours per week

Benefits: Healthcare and Insurance, Employee Stock Purchase program, Flexible Spending Benefit, Flex and Schooling Allowances and many more.

Application start and end date: Starting 14th April for approx. 4-6 weeks

Why [Employer hidden — sign up to reveal]?

At [Employer hidden — sign up to reveal], we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.

Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere.

We are [Employer hidden — sign up to reveal], and our power starts with you.