Job Description
What you will be doing:
Act as the main strategic customer contact to provide supportability, performance, and best practice advice and assessment related to Kasada and our customer's infrastructureLeading complex Enterprise customer onboarding projectsUnderstand and maintain documentation around the customer infrastructure, workflows and configuration of Kasada instance/sSolve complex customer support tickets often involving CDNs, source code, and web application issues.On behalf of the customer, engage collaboratively with other teams at Kasada when additional expertise is needed around communication, investigation, and resolution of application issuesActively monitor customer tickets during business hours, and work urgent and high requestsLead and coordinate others to initiate, join, or monitor Zoom/ Screen share sessions as requested by customersProvide incident and escalation management for strategic customersPerform Root Cause Analysis, Ticket Analysis and system health checks for Strategic customers as neededParticipate and lead the Quarterly Business Reviews for the assigned accounts by presenting metrics, data and health check summary and recommendationsWork proactively with Enterprise customers on activities such as product impact reports, coordinating upgrades, communicating upcoming features, and ensuring their implementation is running smoothlyMonitoring customer traffic patterns and providing insightsServe as a trusted advisor to strategic customers, addressing implementation concerns and helping them optimize their use of Kasada's solutionsCollaboratively work with the Customer Success Manager
Further opportunities to contribute to other projects and initiatives are open to you and your passions.
What you will be working with:
Scripting and Automation: JavaScript, TypeScriptMobile: Fully Native, Hybrid/WebView, ReactNativeTraffic Analysis: Tools and techniques for analyzing network traffic and identifying anomalies.Collaborative Environments: Cross-functional teamwork with SecOps, Product, Engineering, and Technical Support teams.What you’ll bring:
Combining technical ingenuity and out-of-this-world customer service, you will be hungry for continual learning, while also bringing your personal expertise to the team and our largest enterprise customers, through:
Successfully lead and managed Enterprise customer engagements to completion and customer satisfaction, with a real passion for working directly with customers, bonus if those customers were large and complex!Excellent analytical skills & problem solving skills, combined with the ability to provide quick resolution to problemsExceptional verbal and written organizational, presentation, and communication skills, with a strong degree of empathy for the customer experience, and ability to “speak customer”Must be customer service oriented and believe in teamwork, collaboration, adaptability & Initiative.Proficiency in at least one programming language; ideally JavaScript/TypescriptAbsolute understanding of how the DNS worksBasic understanding of MacOS and Unix Terminal commandsKnowledge or experience in using and troubleshooting issues with CDNs like Cloudfront/Akamai/Section.io…Past experience with cloud providers, preferably AWSData driven with strong experience working with data analytics tools such as Splunk, Tableau or PowerBIDemonstrable success in thinking strategically, executing tactically while providing consistent and high levels of customer satisfaction and retention in a fast paced environmentCompetitor & competitor aware. Proficient at explaining strengths & vulnerabilitiesA team player with strong interpersonal skills and the ability to effectively operate with a wide variety of people and rolesWillingness to travel periodically based on customer and business needQualifications:
Bachelor’s degree in Computer Science, Cybersecurity or a related field (or equivalent practical experience).Experience: 3+ years of experience in a related function is required. Direct customer advocacy and engagement experience in post-sales or professional services functions.Previous experience in a highly technical support role, preferably in a software environment with Javascript troubleshooting experience as a Technical Account Manager / hands on Customer Success Manager or equivalent would be a bonus
