Customer Success Technical Advisor

• Act as the primary technical voice for enterprise clients after deployment
• Drive security outcome attainment rather than reactive ticket resolution
• Contribute technical milestones to Customer Success Plans
• Guide platform adoption, version upgrades, and feature deployments
• Conduct architectural reviews and configuration audits
• Guide customers through onboarding and deployment
• Design and deliver technical workshops and best-practice sessions
• Mature customers’ internal SOC and SIEM operations
• Provide technical oversight during critical security events
• Perform deep-dive root cause analysis on complex issues
• Provide strategic recommendations to prevent systemic failures
• Serve as regional liaison between customers and Product Engineering, R&D, and Sales Engineering
• Influence product roadmaps
• Maintain account health records, environment maps, troubleshooting playbooks, and operational reports

• Fluent in written and spoken English and Spanish
• Portuguese is an advantage
• 10 or more years of experience in technical support, security architecture, systems engineering, or a relevant client-facing consulting field
• Strong knowledge of security frameworks, including NIST and MITRE ATT&CK
• Knowledge of SIEM/SOC operations
• Knowledge of endpoint and network defense technologies
• Deep understanding of Windows Server, Linux, and Solaris
• Experience with hybrid-cloud infrastructure including AWS, Azure, and GCP
• Excellent written and verbal communication skills
• Ability to articulate complex technical risks in simple, business-centric terms for executive stakeholders
• Highly process-oriented with strong digital organization, documentation, and technical reporting skills
• Bachelor’s Degree in Engineering or Computer Science, or equivalent, preferred
• Technical certifications strongly preferred, such as TCAP, TSCE, CISSP, CCNA, CCNP, or cloud platform certifications

• Equal opportunity employment
• Commitment to a diverse and multicultural workforce
• No discrimination or harassment of any kind