About the job
Company Overview:
Intel 471 empowers enterprises, government agencies, and other organizations to win the cybersecurity war using near-real-time insights into the latest malicious actors, relationships, threat patterns, and imminent attacks relevant to their businesses. Founded in 2014, Intel 471 provides comprehensive intelligence and monitoring on threat actors. The company’s centralized TITAN platform enables intelligence and security professionals to access structured information, dashboards, timely alerts and intelligence reporting via web portal or API integration.
Our pedigree is unmatched, and we count upon a team with experience operating in the intelligence services, military, law enforcement and private threat intelligence companies in nearly every continent on earth.
The Role:
Intel 471 is looking for a Customer Success Engineer to join our team, reporting to our Customer Support & Incident Response Manager. The role can be in Europe on a remote basis. The role requires regular contact with our international team located in the United States, South America, Western and Eastern Europe, and Asia so a comfort working with diverse professional and cultural backgrounds is required.
The ideal candidate will have a cyber intelligence background to expand our world-class team focusing on managing and supporting the needs of our customers. This role will be centered on facilitating and executing on the optimal customer journey. You will be driving solution-focused engagement with customers and partnering with them to best optimize their experience leveraging Intel 471 products in their unique environments.
Key Duties and Responsibilities:
- Demonstrable experience in engagement with customers for support-related inquiries
- Prioritization & execution of a diverse range of support requests including account administration, API usage, integration enablement, and product utilization & usage improvement
- Support incident response process by issuing customer comms related to priority incidents
- Liaise with R&D for solving complex customer issues and drive timely resolution
- Ability to track customer usage and metrics to support user patterns and identify at-risk customers
- Analyze customer feedback to understand product improvements to prevent future churn and product opportunities for growth
- Production and development of self-service tools and training material for customers on administrative and product related inquiries
- Management of data validation & cleanse within the CRM, Intel 471 product & distribution lists, and internal tracking tools
- Leading the engagement of enablement completeness and accuracy with the sales, solutions engineering, product, integrations, and customer success teams
- Identification of internal and external facing enhancements and development of plans for enablement
Education, Experience & Qualifications:
- Significant experience with Splunk, CRM tools such as Salesforce, and ticketing tools such as Jira
- Knowledge of python and other scripting tools (i.e. postman, jupiter, etc.)
- Experience with working with a command line interface (CLI)
- Familiarity with Restful APIs
- Confident and able to converse in English in day-to-day communication (Other languages are a plus)
- Strong ownership and passion for solving problems
- Ability to thrive in a fast-paced environment
- Cybercrime or Cyber Threat Intelligence domain-based knowledge
- Awareness of concepts such as SIEM, SOAR, TIP
Benefits:
- Competitive compensation
- Remote-friendly culture
- Wellness programs
- Employee recognition program
- A variety of professional development opportunities
- Inclusive culture focused on people, customers and innovation
Our Culture:
The Intel 471 team is constantly growing and is always on the lookout for talented professionals who seek to operate on the forefront of the fight against threat actors impacting our customers and partners. Our culture of humility and quiet professionalism is a core attribute of Intel 471 and everyone within it. Our culture is collaborative, supportive and fast-paced. We're a mission-driven company. We're looking for talented, 'can-do' minded people with a passion for always doing the right thing.
We believe in supporting a progressive culture that allows all our people to be themselves, enjoy exciting opportunities and grow with us. That's why our culture is founded on our core values of openness, inclusion, integrity and client focus, which set the tone for how we work together and treat each other in order to empower us all – and foster a unique team spirit. View our to find out more about us and what it’s like to work for Intel 471!
