Senior Engineer – Customer Success

Job Description

• Locations: USA, 100% remote
• Language: English

Turbot is looking for a proactive, highly motivated, Senior Engineer – Customer Success to ensure customer success. You will be responsible for working collaboratively with our enterprise customers to support their requirements from onboarding, ongoing support, and professional services engagements. A great candidate for this role will be customer-focused, technically adept in cloud security/management/governance, and highly motivated to work within a small, high-performing organization, delivering successful customer engagements across the world’s largest enterprises.

Why join Turbot?

• Learn with the best – Collaborate closely with a small team of world-class employees.
• Make a difference – Your success is critical to each colleague and the company’s growth.
• Uncap your potential – Your personal growth is our priority, see how far you can go!
• To learn more about what it’s like to be a part of the Turbot team, please visit here!

Who You Are

• A motivating technical leader and subject-matter expert that has experience working closely with all levels of the organization to help build and support a highly engaging customer relationship.
• You thrive in fast-paced environments, are comfortable not knowing the answer, but are motivated to overcome a challenge.
• You take pride and ownership in what you do. You care deeply about your work, are proactive, and people know they can count on you to get the job done.
• You value diversity in others and go out of your way to ensure people feel welcome. You enjoy engaging with your colleagues and customers, have a low ego, and make the workplace more fun for everyone.
• Practical and naturally inclined to “roll up your sleeves” to get the work done.
• Able to think systematically and drive efficiency through implementing and improving processes.
• Enthusiastic and proactive, with a proven ability to solve problems.
• A high agency individual, who is enthusiastic and proactive.

Responsibilities

The role represents an exciting and broad opportunity to make a difference across our entire organization and customers. The role spans a wide variety of tasks each week and month, which are likely to include;

• Increase customer success: You will be a friendly and clever support leader assisting global enterprise customers in the administration of Turbot associated with multiple AWS, Azure, and GCP production cloud environments.
• Grow product usage: You will optimize product stickiness and increase usage through successful customer onboarding, ongoing helpful support, and identifying new opportunities for services and product features.
• Evangelize product benefits: You will deeply understand Turbot and articulate complex cloud security and cloud management best practices to both technical and non-technical end-users.
• Improve customer experiences: You will develop and contribute technical and process documentation, help train and educate end-users, and optimize customer configurations based on best practices.
• Learn from customers: You will have a deep understanding of user needs and experiences, utilizing these to generate insights in order to improve customer adoption and experience.
• Elevate with colleagues: You will collaborate cross-functionally with Product to translate customer requirements into technical solutions, and Sales to ensure positive customer success to increase adoption.

Requirements

• 7+ years in a technical, professional service role; preferably in fast-paced, rapidly growing environments.
• 2+ years of direct experience in supporting a CSPM, CWPP, Cloud Governance, Cloud Management, Cloud Security, Cloud Operations, or related cybersecurity tooling.
• 2+ years of providing end-user support for an Enterprise platform and/or SaaS product.
• Deep technical knowledge and hands-on experience in AWS. Preferably have multi-cloud experience with Azure and/or GCP as well.
• Deep technical knowledge and hands-on experience in cloud-native networking, identity, key management, and security services.
• Deep technical knowledge in IaC tools (e.g. Terraform, CloudFormation, etc.) with hands-on experience deploying well-architected cloud architectures and distributed systems.
• Understanding of compliance and security control frameworks (e.g. CIS, NIST, HIPAA, PCI, etc.).
• Experience with writing basic scripts (e.g. JavaScript, Python, Shell) to assist customer use cases.
• Linux and Windows-based systems administration skills in a Cloud or Virtualized environment are preferred.
• Helpful, service-minded, and precise in your administration.
• Enjoy working in a fast-paced, developing, and evolving environment, with changing structures and procedures.
• Excellent communication skills with all stakeholders across a global team, and a video-conferencing natural.