Technical Account Engineer

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.

• 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
• 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
• 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