Chief Customer Experience Architect

Technical Implementation Engineer

We are seeking a highly skilled and experienced Technical Implementation Engineer to lead the onboarding and technical enablement of enterprise customers across multiple cybersecurity products.

This role involves hands-on implementation, technical consulting, and driving customer success in hybrid, cloud, and containerized environments.

Key Responsibilities:

• Customer Onboarding & Enablement:
  • Lead end-to-end onboarding for enterprise customers on multiple cybersecurity products, ensuring seamless integration with their existing infrastructure.
  • Conduct kickoff sessions, product walkthroughs, and configuration workshops tailored to customer needs.
  • Align solution deployment/configuration/optimisation with customer business goals, security policies, and compliance requirements.
• Technical Implementation:
  • Assist with the deployment and configuration of cybersecurity agents, sensors, connectors, and APIs across cloud, on-prem, and hybrid environments, providing expertise in asset discovery, patch deployment, vulnerability scanning, and policy configuration.
  • Support secure integration with AWS, Azure, GCP, OCI, and containerized platforms such as Kubernetes, Docker, and CRI-o, ensuring maximum security and efficiency.
• Customer Success & Adoption:
  • Act as a trusted technical advisor throughout the implementation phase, ensuring successful adoption and long-term retention through education and guidance on platform capabilities, security use cases, and best practices.
  • Educate and guide customers on effective onboarding strategies, training sessions, and success criteria tracking, ensuring they achieve their desired outcomes.
• Cross-functional Collaboration:
  • Partner with internal teams including Product Management, Support, and Engineering to resolve implementation challenges and shape future enhancements, driving innovation and growth.
  • Collect feedback from customers to inform product development and improve onboarding frameworks, enhancing the overall customer experience.

Required Qualifications:Experience & Technical Skills:

• 5+ years in customer-facing technical roles (e.g., onboarding, professional services, customer success, pre-sales, or support), with a strong background in enterprise IT environments, Windows, Linux, and basic networking concepts.
• Hands-on experience in working with cybersecurity tools, including endpoint agents, connectors, and policy configurations, as well as exposure to cloud platforms (AWS, Azure, GCP, OCI).
• Familiarity with cybersecurity principles, vulnerability management, compliance frameworks, and threat detection tools, with a proven ability to simplify complex topics for technical and non-technical stakeholders alike.

Tooling & Platform Knowledge:

• Ability to deploy and manage cybersecurity solutions, including endpoint agents, connectors, and policy configurations, across diverse systems, ensuring maximum security and efficiency.
• Experience in working with security scanning tools, configuration baselines, patch rollouts, and dashboards, with a strong understanding of cybersecurity best practices.

Communication & Interpersonal Skills:

• Exceptional communication, presentation, and client engagement skills, with the ability to build strong relationships with customers and internal stakeholders.
• Proven ability to work independently and manage multiple onboarding projects simultaneously, with a flexible working schedule to accommodate changing customer needs.

Mindset & Adaptability:

• Analytical thinker with problem-solving orientation, able to adapt quickly to new technologies and evolving customer needs.
• Collaborative and empathetic approach to building customer relationships, with a focus on delivering exceptional customer experiences.

---