Technical Account Engineer

Role overview

Waratek is seeking top quality candidates as this is a critical position for the company. As a leader in the application security market and an early stage start-up company, ensuring and maintaining customer satisfaction is absolutely essential.

This position requires good technical and security expertise combined with the ability to fully understand what the customer is trying to accomplish. The person in this role will build strong long-term relationships with a select number of accounts consisting of product resellers and managed service providers, as well as some direct end users. Some of these accounts are responsible for supporting large numbers of end users and organizations in their own right. These accounts consist of highly qualified and experienced engineers, security professionals and other related disciplines. In order to earn their trust and respect, this person must not only be equally capable and intelligent, they must demonstrate a commitment to their success. In addition, this person will lay the foundation for Support and Customer Success operations, allowing us to scale into a global, follow-the-sun, first class organization. The position will ideally be located in The Americas or Western Europe and we will consider a flexible hybrid work environment.

Responsibilities

Providing technical support for resellers and managed service providers (MSPs) who are using Waratek’s portfolio of application security products with their own customers
Providing post-Production support for products and services as well as some pre-Production support/management for key customers during their Journey to Production
Personally guiding and trouble-shooting customer and account-facing technical issues
Coordinating with other internal teams such as PreSales, Sales, Engineering, Test Automation and other Customer Success Teams
Developing and improving the processes and tools used by Customer Success, especially those used by Support, to continue providing a world class global support service
Primary resolution point for issues and questions raised by MSPs
Developing and nurturing long term customer relationships
Tracking and resolution of customer issues and features
Creating, tracking and reporting on key Support Metrics and data

Core experience / qualifications

Strong problem-solving and communication skills
Strong analytical and organizational skills
Several years experience in a related role with customer-facing experience
Demonstrable experience with customer service software (e.g. Hubspot Service Desk, Zendesk, Service Now, etc)
Familiarity with scripting and interpreted languages such as BASH, Python, etc.
Comfortable working on a Linux and/or Windows based environment
Familiarity with project development software such as Confluence, Jira, etc.
A high level of fluency in English is mandatory (multilingual skills are an advantage)
Experience in a 24x7x365 space

Desirable experience / skills

Demonstrable experience with HubSpot (especially Service Desk)
A natural desire to deliver an excellent customer experience and develop effective client relationships
Experience of setting up, improving or scaling a customer support desk service and processes
Working experience of Amazon’s EC2 and Microsoft’s Azure
Knowledge and experience of application servers e.g. Tomcat, WebLogic, JBoss, Glassfish, etc.
Knowledge of SaaS and on premise solutions
Understanding of software security, e.g. OWASP Top 10 SANS Top 25
Familiarity with Excel (for formulae, metrics, data and reporting)
Graduate Diploma or higher in Computer Science or related disciplines such as Electronic Engineering

Personal attributes

Enthusiasm for and ability to learn and understand new technologies
Exceptional communication skills, both verbal and written
Ability to apply new knowledge and effectively communicate and pass on this knowledge
Highly self-motivated
Good team player
Strong collaborator and excellent communicator
Strong attention to detail
Keen sense of ownership

About us

Waratek is the award-winning Software Defined security platform that enables security teams to automate the management of security behavior to reduce human error, remove false positives, and maintain lockstep with the rapid rate of code changes and deployments. Never before have security teams solved security at scale by protecting every application in their enterprise or patching vulnerabilities at scale with modern application development without a single code change, assistance from engineering, or fear of regressions in future releases.

We value candour, transparency and collaboration at all levels. Our culture is one of enablement which favours the team over the individual, with a strong sense of accountability and ownership, giving staff the space to explore and both invention and innovation to flourish. Our Glassdoor rating is 4.6 / 5.