Senior Customer Success Engineer

What we do:

Halcyon is the industry’s first dedicated, adaptive security platform that combines multiple proprietary advanced prevention engines along with AI models focused specifically on stopping ransomware.

Who we are:

Halcyon was formed in 2021 by a team of cyber industry veterans after battling the scourge of ransomware (and advanced threats) for years at some of the largest global security vendors. Comprised of leaders from Cylance (now Blackberry), Accuvant (now Optiv), and ISS X-Force (now IBM), Halcyon is focused on building products and solutions for mid-market and enterprise customers.

What we offer:

A Remote Native Global Team
As a remote-first, completely distributed team, we recognize great talent can exist anywhere. We invite you to apply to a job you’re interested in and we'll work a plan to meet your needs.

Health & Wellness
We offer comprehensive health benefits to meet you and your family’s needs, including 100% covered Medical, Dental, and Vision insurance for you and your dependents.

Competitive Compensation Packages
We offer competitive compensation packages with equity, depending on position, along with a generously matched retirement plan, PTO, paid sick time, and holidays.

 

The Role:

Halcyon is looking for a unique individual that can wear multiple hats and comfortably work and navigate across the entire company. The foundation of the Sr. CSE role is enabling our customer’s success by answering and resolving customer issues. The broader aspect of the role is capturing those customer issues and working closely with Product Management and Engineering to provide insight, feedback, and prioritization on bugs and features. Document creation, enhancement, and maintenance (Knowledge Base, Process docs, Training material) will be a key ongoing focus to better enable our customers and internal resources. Most importantly, Halcyon Customer Success provides a white glove service to our customers when threats are detected, so you must have a passion for working with Threat Research.

This critical role will be pivotal to providing world class support while rapidly growing our company.

Responsibilities:

• Act as a primary interface for customer technical issues and questions

• Perform in-depth analysis and diagnosis for Halcyon Agents that run on multiple operating systems (Windows, Mac, Linux)

• Respond to escalations via phone or email in a timely, courteous, and professional manner

• Capture commonly asked questions and create Knowledge base articles, training materials, and standard operating procedures

• Hold weekly/monthly Customer Success meetings with key customers to ensure their success through fully implementing the Halcyon solution

• Work closely with Threat Research to investigate issues and deliver updates and support to customers

• You will have direct access to PM, Engineering, Development, Sales, and Field Engineering. Daily and weekly internal calls are held to gather direct feedback from Customer Success. Your contribution to this effort will be key in helping to ensure our evolving solution meets the customer’s needs and helps to vastly improve the overall solution. Ever wished you could share important concerns and feedback with product leaders? Wish no longer…you will have direct input.

Skills & Qualifications:

• Five years minimum related experience in Technical Support or other related technical experience

• Ability to configure Windows Operating Systems to capture crash dumps and conduct preliminary dump-file analysis

• Ability to navigate macOS and Linux operating systems via terminal and familiarity with executing various terminal commands

• Familiar with network topologies, edge devices, and troubleshooting techniques

• Experience with Jira, Freshdesk, Salesforce, Slack

• Able to work primarily east coast hours from 9am - 5pm ET

• Ability to work remotely autonomously and effectively

Bonus Skills & Qualifications:

• Experience with endpoint security such as Sophos, Crowdstrike, Defender, SentinelOne, Carbon Black

• Knowledge of Python and interest in learning more

• Elementary knowledge and experience with API’s and tools (Postman)

• Familiarity working with the AWS Cloud

• Knowledge of the Windows Security Model

We understand it takes a diverse team of highly intelligent, passionate, curious, and creative people to develop the exceptional product we are building. Our dynamic