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Customer Success Engineer

At Lacework, we strive to provide a supportive, collaborative environment where people are empowered to do the best work of their careers.

Our team members enjoy solving complex problems, big sky thinking, and obsess over getting the details right—all while building bonds of teamwork and friendships that last a lifetime. We love what we do and are proud of our work to secure clouds and container environments for thousands of users worldwide.

Lacework is looking for a Customer Success Engineer to provide technical leadership to both our customers and our wider Customer Success organization. This person will be responsible for the triaging, debugging and solving issues that our customers encounter through the use of our platform, they will also be responsible for the technical customer relationship, becoming a trusted advisor helping the customer achieve their goals, while advocating internally for their customers, this person is excited about joining a growing a high performing Customer Success business and thrives as part of a bold, fast paced, transparent and values-driven team.

Job Location - United States

Primary Responsibilities:

As a technical authority of the lacework platform, you will be responsible for debugging client issues (including integrations into cloud platforms, container registries, etc.)
You will partner closely with the entire Customer Success organization to provide a world class customer experience.
As a technical advisor you will provide customers with best practices to maximize usage of the Lacework platform.
As a technical advisor you will be responsible for identifying bugs and gaps in the platform and working with engineering and product to address these issues.
You will be the customer advocate by owning the lifecycle of the support case to completion.
You will be responsible for building our knowledge base and tooling to reduce our time to resolution.
As a member of the CSE team you will become an SME for parts of the platform and become the go to member for your area of expertise.

Required Experience:

BSCS (or similar degree) or equivalent experience in technical client facing roles.
Strong written and verbal communication skills and a good bedside manner to help explain, advise and guide our customers
Past experience resolving complex customer issues across diverse technology stacks.
Working Knowledge of at least one of the following languages: Java, Go, React, Python
Working understanding of web-protocols (REST, GraphQL, JSON, etc.)
Working knowledge of at least one cloud platform: AWS, GCP, Azure
Strong knowledge of Linux platforms with the ability to identify and resolve OS level issues.
Strong knowledge of networking topics
Working understanding of security topics
Ability to articulate resolutions and issues to clients and engineers during ticket lifecycle.
Working knowledge of the Windows platform a plus
Working knowledge of SQL for debugging purposes a plus
Working knowledge of container ecosystem (registries, K8s, Docker, EKS, helm, etc.) a plus
Working knowledge of devops best practices, (CI/CD, builds, deployments)
Deployment technologies a plus (terraform, chef, puppet, ansible, etc.)
Previous use of Zendesk, Zendesk Guide, JIRA and Confluence a plus

Lacework is an Equal Opportunity Employer. It is the policy of Lacework to provide equal employment opportunity to all persons, regardless of age, race, religion, color, national origin, sex, political affiliations, marital status, non-disqualifying physical or mental disability, age, sexual orientation, membership, or non-membership in an employee organization, or on the basis of personal favoritism or other non-merit factors, except where otherwise provided by law

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