SASE Customer Success Engineer

Job Title: SASE Customer Success Engineer
Mode: Remote
Duration: 12 Months+

Hiring Manager Notes:
Work hours- local Brazil time; local holidays
 
This is a technical person working with several customers; s/he will have a CSM (cust succ mgr) who does the sales/meeting set up etc. 
Weekly meeting with Customer, show value, help understand the pet 
Customers in Mexico, Brazil, Columbia etc. 
Experience in network and security needs to be strong. Enterprise-level designing/troubleshooting experience in Routing Protocols (BGP / OSPF / EIGRP) Expertise with Remote Access VPN solutions, IPSEC, PKI & SSL, TCP/IP, Authentication Protocols (SAML, SSO, LDAP, RADIUS, etc.) Knowledge of Linux (including BASH and Python scripting). Experience with multi-vendor networking devices such as routers, switches, firewalls, traffic generators, etc. 
Experience working with Customers- Be a Go-To customer expert. Help customer ramp up on the product.
Managing customer escalations, balancing customer expectations and negotiating successful resolutions
 
Interview: 3 rounds- 
first round technical with team
second round will include a 10-minute presentation on SASE with the hiring manager
3rd round with Director 
SASE architecture high level, what they have done etc.

Job Description:
As a Customer Success Engineer within the EMEA & LATAM SASE team, you will be part of a business-critical capability to enable our customers’ secure environments across the LATAM region. You act as their day-to-day technical contact, building relationships with them to ensure proper security integrations.
This includes guidance for adoption, accelerated integrations with new cloud security products, and real-time support and strategy. You are someone who is highly technical, understands SASE technologies, and understands the complex world of cloud eco-systems and integrations.
You love solving critical problems in challenging environments. In this role, you will work closely with CISOs, Security Architects, Customer Success Managers, and Development Operations teams within mid-to-large enterprises to implement best-in-class cloud security solutions.
You will be the frontline defense against the world’s most pressing cybersecurity challenges.
Ensure customers are maximizing their return on investment by rapidly implementing and operationalizing *** SASE solutions to achieve their business and security objectives
Assist customers in implementing *** SASE solutions and fully integrate these into their security and networking operations
Be the first line of defense in proactively addressing customer needs for technical assistance, and coordinating and prioritizing timely resolutions with engineering teams
Serve as a customer advocate in influencing product roadmap and improvements
Coach customers on how to establish and manage their Cloud Security Change Management / Governance / Center of Excellence program
Identify risks to the customer achieving their stated business goals and work with the account team to build a risk mitigation plan or escalate as needed
Develop a comprehensive understanding of typical business challenges faced by customers and common objectives to appropriately map features and associated business benefits to address their needs
Be a Go-To customer expert on *** SASE security solutions and become a Subject Matter expert over time
Key success metrics include CSAT, Renewal rate*** Upsell / Cross-sell lead identification, Reference-ability, Renewal likelihood, Adoption, Consumption, Customer Engagement
With customers based across LATAM there will be a need at times to visit them for face to face meetings. These include meetings such as customer kick off meetings, business reviews (usually quarterly), etc. However, these usually depend upon the needs of the customer and so for some accounts there may be no travel required, and for others it could be once per quarter, although travelling every quarter is unusual

In-depth understanding of networking and security concepts and experience with multi-vendor networking devices such as routers, switches, firewalls, traffic generators, etc.
Understanding SASE architecture and value proposition
Enterprise-level designing/troubleshooting experience in Routing Protocols (BGP / OSPF / EIGRP)
Expertise with Remote Access VPN solutions, IPSEC, PKI & SSL, TCP/IP, Authentication Protocols (SAML, SSO, LDAP, RADIUS, etc.)
Knowledge of Linux (including BASH and Python scripting)
Proven track record of managing customer escalations, balancing customer expectations and negotiating successful resolutions
Strong consulting and project management skills
Ability to clearly articulate technical issues to both technical and non-technical audiences, executives and explain their impact on business both internal and external to the organization
Ability to multi-task and work in a fast-paced environment
Availability to provide after-hours deliverables on a scheduled / non-scheduled basis
A proactive approach to resolving customer challenges