Staff Customer SuRole Overview: The Customer Success Engineer is a high-level advisory and technical enablement role focused on ensuring customers achieve maximum value and operational excellence from their investment in the Cortex platform (including XSOAR and XSIAM). Serving as a trusted strategic partner, you will guide customers through scaling, optimization, and feature adoption to enhance their overall security posture. This role bridges the gap between technical configuration and long-term security strategy through prescriptive, advisory-led engagements.
High-Level Responsibilities
- Strategic Planning Alignment: Lead project kickoff sessions to identify customer objectives and develop prescriptive plans for ongoing technical working sessions.
- Technical Advisory Enablement: Provide expert guidance on platform configuration, health checks, and best practice reviews to optimize performance.
- Platform Scaling: Assist customers in operationalizing the product by establishing metrics, SLAs, and reporting tailored to their unique environments.
- Security Optimization: Advise on advanced security features, such as threat hunting and automation, while identifying opportunities for new feature adoption to improve security workflows.
- Technical Workshops:
Lead enablement sessions for admins, engineers, and analysts to drive proficiency in platform fundamentals and case management.
- Ongoing Stakeholder Engagement: Conduct periodic service reviews and technical alignment sessions with customer stakeholders and account teams to track progress and share best practices.
Qualifications
- Technical Expertise: Solid background in cybersecurity platforms, specifically with XDR, XSIAM, or security orchestration and automation (SOAR) technologies.
- Consultative Approach: Proven ability to provide advisory and enablement-focused services rather than direct administrative or implementation execution.
- Communication Skills: Excellence in delivering technical training, conducting workshops, and leading strategic reviews for diverse stakeholders in English.
- Problem Solving: Ability to provide architectural alignment and technical assistance to resolve complex customer queries
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