Role Description
The Post Sale/Professional Services Engineer is a cornerstone of our customers’ success, acting as a trusted advisor to new clients and helping them realize the true power and value of our platform. You will lead customers through architectural design and solution implementation in challenging environments. Additionally, you will acknowledge, analyze, and resolve software questions and issues encountered during the post-sales process.
This position requires a talented individual who excels in comprehensive problem analysis, software support, customer management, and customer service.
The role involves coordinating and interacting with technical teams based in Tel Aviv and reporting to our VP of Customer in Israel.
This position is available in the USA or Canada.
Qualifications:
- Provide customers with a best-in-class service experience and become a trusted adviser – Lead solution architecture design, implementation process, user journeys, and onboarding.
- Gain a deep understanding of Secret Double Octopus’ solution, features and options enabling you to drive our customers to successful deployment and adoption.
- Provide day-to-day functional and technical software application solutions and support to Secret Double Octopus prospects and customers.
- Install and troubleshoot on-site software application issues, and be a focal point for any technical issue in integrating the SDO Platform.
- Log customer reported issues on Secret Double Octopus support tracking system.
- Provide constant and proactive ongoing communication with customers.
- Create accurate, reliable, and complete case activity updates suitable for maintaining an accurate knowledge base.
- Ensure proper, timely follow-up on assigned cases to ensure service level agreements are met and customer satisfaction is high.
- Act as a key communicator between the CS organization and the engineering team.
Requirements:
- Mandatory: At least 5 years experience with client-facing positions as a Professional Services, Delivery, or consultant.
- Mandatory: At least 5 years of broad hands-on experience in IT Security, IT infrastructure, IT systems management, including Networking (Firewalls, VPNs, OSI), Operating Systems and deployment tools
- Mandatory: At least 5 years experience with Microsoft Enterprise Windows systems, Security and servers including Active Directory administrative tasks (LDAP, setting GPOs, permissions, certificates etc.)
- Mandatory: At least 2 years experience of working (set, configured and fix) with authentication protocols (SAML/LDAP/LDAPS/RADIUS/OIDC etc.)
- Mandatory: At least 2 years experience with SMB and Enterprise implementation projects
- Mandatory: At least 2 years of working knowledge in RH/Centos or other Linux environments, including server and software installation, configuration, and debugging (tcpdump, ssh, NC, winscp etc.)
- Analytical – must possess the ability to understand clients’ business processes and workflows and translate them into system functionality to help clients meet their needs with existing system features and experience with Project management methods and tools.
- Strong customer orientation skills, great interpersonal skills and a “can do” attitude
- Experience and knowledge with any of the below is a big advantage:
- OKTA, ForgeRock/Ping, RSA
- Cloud base systems such AWS, G-Suite, Azure.
- Data bases (MySQL, Redis, ELK stack an advantage)
- Cryptographic/security protocols (e.g. LDAPS, SSL, TLS, IPSEC, etc.)
- REST API and scripting
- Fluent English, additional languages an advantage
- Ability to grasp complex system workflows, to understand cause and effect for actions taken in a business process or software system. This skill is critical to troubleshooting issues to distinguish between user error and actual system defects
- Excellent verbal and written communication skills and professional etiquette
- Supportive team player
- Flexible and adapts well to rapid changes
Interested? Send your CV to [email protected]
