Customer Success Engineer at Darktrace providing technical product solutions for existing customers in cybersecurity AI. Supporting deployment and identifying new use cases while fostering customer relationships.
About the role
- Customer Success Engineer integrating HUMAN’s products for clients while managing technical inquiries and documentation. Collaborating with Sales and Product teams to troubleshoot and improve services for clients.
Responsibilities
- Operates as the primary technical contact for HUMAN’s clients during product integration
- Be hyper responsive to team and client inquiries that demand immediate attention and quick turnaround time
- Work with HUMAN’s Sales, Product, Operations, Engineering, and Detection teams to deploy, configure and troubleshoot services for clients
- Develop technical documentation, both internally and externally
- Be a front line product expert
- Individually manage multiple simultaneous projects and track tasks to completion
- Understand your client's infrastructure and services - identify where HUMAN’s products best fit
- Cultivate collaborative relationships with Sales and Product leads to feed back client feature requirements into our products and services
- Vigilantly protect the confidentiality and privacy of client data.
- Be Human: Acclimate yourself to HUMAN culture and help us grow even more!
Requirements
- Bachelor’s Degree or equivalent experience in Computer Science, Computer Engineering or Information Technology Systems.
- Has been a Solutions Architect, Sales Engineer or Technical Account Manager experienced within Media and Advertising
- Foundational knowledge of Open Real-Time Bidding (RTB) lifecycle, IVT terminology, VAST
- Knowledge or experience working with viewability and brand-safety products for AdTech companies
- Familiarity working with advertising transparency standards such as ads.txt, app-apds.txt, and sellers.json files
- Experience with Programming and Scripting Skills such as HTML, Javascript, Java, Go, C++, Python, Shell, Node.js
- Ability to query datasets in Snowflake to validate integrations, help investigate IVT patterns, and troubleshoot client integrations
- Familiarity with web troubleshooting tools such as: Chrome DevTools, Postman, Swagger, Fiddler, APIs, etc.
- Familiarity with server, networking, and public/private cloud technologies (e.g., AWS, GCP)
- Experience working with JIRA and Confluence, and writing technical documentation for internal employees and external customers
- You are accountable and self-motivated - you are eager to learn every day, own timelines and ensure deliverables are met.
- Command strong organizational and communication skills, while being technically minded with an interest in advertising and click fraud, bot management, and cybersecurity.
Benefits
- Well-being and learning stipends
- Flexible work options
- Dedicated time off
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