About the role
The Role & The Candidate Profile
Xage is looking for a Technical Customer Success Manager with in-depth knowledge of Industrial Control System, Industrial networking, Identity and Access Management, Privilege Access, and experience of working in large projects. The successful candidate will have a strong background in developing cybersecurity solutions and services, with a focus on ICS environments, network security design, IAM/PAM, and deployment, as well as expertise in cybersecurity standards and frameworks. The responsibility of this role is to provide our customers with technical expertise and professional services to make sure they are meeting their objectives.
Strong technical presentation, communication and influencing skills are required to collaborate with clients, market leaders, geography leaders, and security sales representatives to motivate current and emerging services. In this role you are responsible for delivering client value through quality deliverables of Xage’s cybersecurity services portfolio.
Responsibilities
- Act as a subject matter expert and trusted advisor to clients, assessing, implementing, and delivering customized integrations and workflows based on knowledge of the industry, ICS best practices, project requirements, and the client's business objectives.
- Be the first line of defense in solving customer support requests and coordinating and prioritizing timely resolutions with engineering teams.
- Provide training and coaching to customers on how to establish and manage their Xage Security solutions deployment.
- Develop a comprehensive understanding of typical business challenges faced by customers and common objectives to appropriately map features and associated business benefits to address their needs.
- Stay customer-obsessed & represent the customer internally in influencing product roadmap and improvements.
- Work with customers and internal stakeholders to define technical solutions that meet customer use cases and requirements using a combination of internal and in some cases 3rd party software/hardware/tools.
- Collaborate with sales teams to establish strong client relationships with key accounts, particularly within the federal sector, by demonstrating technical expertise and a deep understanding of client needs to help progress organic growth.
- Identity gaps in product functionality and flexibility and proactively work with product management and engineering organizations to address these gaps using a combination of internal R&D and technology/product partnerships.
Required Technical and Professional Expertise
- Degree in Computer Science or Engineering
- 3+ years of experience in developing cybersecurity solutions and services, with a focus on IAM/PAM, ICS environments, and network security.
- 3+ years with Industrial Control Systems (technologies and/or environments. Examples include SCADA, DCS, RTUs, IACS, PLCs, HMIs, Engineering Workstations, Historians, etc.)
- 3+ years in design and deployment of network security solutions and controls in industrial networks, (i.e., network zoning, segmentation, and isolation designs and implementation)
- Linux system administration & troubleshooting experience.
- Highly developed, process-oriented skills for troubleshooting, problem solving, and problem resolution.
- Comfortable with one high-level programming language.
- Proficient in Shell/Bash/Python/C++Knowledge of virtual machines, network virtualization, and containerization technologies (Docker)
- Customer focus, understand customer needs and not only what customers say. People skills to gain customers respect and compassion.
Additional Requirements
- Experience working directly in an industrial environment is a plus.
- Experience working with automation platform, such as Ansible.
- Self-motivated and results focused; ability to strengthen the team and its mission.
- Ability to travel based on the needs of the business. Up to 30%.
- Comfortable in teaching and coaching technical subjects.