Customer Assurance Analyst

Job Description Are you ready to power the World's connections If you don't think you meet all of the criteria below but are still interested in the job, please apply. Nobody checks every box - we're looking for candidates that are particularly strong in a few areas, and have some interest and capabilities in others. Kong is establishing a global Customer Assurance team that will play an important role in helping Kong gain and keep the trust of its customers around the world with respect to its information security, operational resilience and data governance practices. Reporting to Kong's the Customer Assurance Senior Manager ,India-based team, and will play an important role in helping build the team. Responsibilities - Coordinate Cross-Functional Responses: Serve as a point of contact for customer security and compliance inquiries. Collaborate with internal teams (Compliance, Security, Engineering, Legal, etc.) to gather necessary information and provide thorough, prompt and accurate responses to customer questionnaires and inquiries. - Develop Scalable Processes: Contribute to the refinement of processes to efficiently handle questionnaire completion and information security inquiry responses. Maintain a repository of standard answers, templates, and documentation to enhance efficiency and consistency. Leverage tools or automation to manage repetitive questionnaire content. - Proactive Customer Assurance: Identify opportunities for and maintain customer-facing security documentation and collateral (such as FAQs and trust portal content). Track and report on customer assurance activities and metrics (such as questionnaire turnaround times, common security concerns, and customer feedback). Anticipate and address common customer questions proactively to build trust. - Cross-Department Collaboration: Work closely with global Sales and Customer Success teams during pre-sales and renewal cycles to address security and compliance questions. Attend customer calls as the company's Customer Assurance representative, providing clear explanations of our security posture and practices to shorten sales cycles and reassure customers. What You'll Bring - Experience: Over 3 years of experience in information security or compliance, with substantial involvement in security assurance or GRC programs. At least 1 year of experience in a customer-facing role, such as responding to client security questionnaires or participating in trust-building activities. Total professional experience is less than 5 years. - Security Knowledge: Understanding of security and compliance frameworks/standards (such as SOC 2, ISO 27001, NIST, GDPR, CCPA). Working knowledge of cloud security principles and IT controls related to SaaS environments. - Technical Skills: Expertise with cloud platforms such as GCP, Azure, or AWS, as well as containerization technologies like Docker and Kubernetes. Expertise in SaaS security. - Non-Technical Skills: Experienced in creating clear and accessible documentation that explains complex technical scenarios to non-technical audiences. - Process Management: Ability to manage multiple requests simultaneously and meet deadlines. Experience contributing to customer assurance processes, such as implementing tools for security questionnaire automation or knowledge bases. - Communication Skills: Ability to translate complex security concepts into clear, customer-friendly written and verbal communication. Comfortable interacting with enterprise customers and internal stakeholders. - Collaboration: Ability to collaborate effectively with diverse groups (engineering, legal, sales, etc.) through proactive and customer-service-focused approaches. - Education: Bachelor's degree in Information Security, Computer Science, or a related field (or equivalent work experience). Preferred Qualifications - Certifications: Professional certifications such as CISSP or CISA (preferred but not required). - SaaS/Industry Experience: Experience working in a SaaS company, especially in cloud services or API management. About Kong Kong Inc., a leading developer of cloud API technologies, is on a mission to enable companies around the world to become API-first and securely accelerate AI adoption. Kong helps organizations globally from startups to Fortune 500 enterprises unleash developer productivity, build securely, and accelerate time to market. For more information about Kong, please visit www.konghq.com or follow us on X @thekonginc.