Primary Skills: Technical writing (Expert), NGFW/Cybersecurity (Advanced), Content creation (Expert), Video creation (Expert), Customer Sucess (Intermediate)
Contract Type: W2
Duration: 12 months
Location: Santa Clara, California ()
Pay Range: $40 - $48 per hour
#LP
Job Summary
We are seeking a dedicated Customer Success Engineer (CSE) to join our team in Santa Clara, California, to enhance customer experience and product adoption through proactive engagement and tailored educational resources. The ideal candidate will reduce TAC cases by guiding customers in upgrading to stable PANOS versions and develop strategies for customer education to prevent common configuration errors. This role requires collaboration across various departments to ensure customer success.
Job Responsibilities
- Manage customer segmentation focusing on accounts with high case volumes and facilitate upgrades to stable PANOS versions.
- Design and execute digital campaigns in collaboration with the Technical Enablement Manager to promote version upgrades.
- Develop solutions to reduce TAC cases by improving customer product understanding and documentation.
- Creating content and video to customers and taking feedback.
- Work with engineering to identify product issues, provide feedback, and champion customer needs.
- Digital campaign in technical side.
JOB REQUIREMENTS
- Proven experience in content and video creation
- Strong Technical writing and problem-solving capabilities.
- Excellent communication and collaboration skills.
- Background in Cyber security/Networking.
Preferred Domain Experience
- Prior experience in the cybersecurity industry is highly desired, with expertise in customer success roles focused on technical products.
This role is for an onsite position in Santa Clara, California, applicants should be prepared for immediate relocation if necessary and possess a bachelor’s degree in computer science, Engineering, or a related technical field, along with at least 5 years of relevant experience.
About Akraya
Akraya is an award-winning IT staffing firm consistently recognized for our commitment to excellence and a thriving work environment. Most recently, we were recognized Inc's Best Workplaces 2024 and Silicon Valley's Best Places to Work by the San Francisco Business Journal (2024) and Glassdoor's Best Places to Work (2023 & 2022)!
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