Customer Success Engineer

What we do:

Halcyon is the industry’s first dedicated, adaptive security platform that combines multiple proprietary advanced prevention engines along with AI models focused specifically on stopping ransomware.

Who we are:

Halcyon was formed in 2021 by a team of cyber industry veterans after battling the scourge of ransomware (and advanced threats) for years at some of the largest global security vendors. Comprised of leaders from Cylance (now Blackberry), Accuvant (now Optiv), Fireye and ISS X-Force (now IBM), Halcyon is focused on building products and solutions for mid-market and enterprise customers.

As a remote-native, completely distributed global 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.

The Role
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. The ideal candidate will have a general understanding of cloud, networking, applications, endpoints, and security.

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. If you are a self-motivated team player who is eager to learn and can adapt quickly, we encourage you to apply.
What You Will Do

• 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.

Who We Are Looking For

• 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.

In accordance with applicable state and federal laws, the range provided is Halcyon’s reasonable estimate of the base compensation for this role. The actual amount may differ based on non-discriminatory factors such as experience, knowledge, skills, abilities, and location. Base pay is one part of the total package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and equity in the Company.

We understand it takes a diverse team of highly intelligent, passionate, curious, and creative people to develop the exceptional product we are building. Our dynamic team has incredible perspectives to share, just as we know you do, and we take great pride in being an equal opportunity employer.