Principal Implementation Engineer, Customer Support

The company is the trusted identity security leader for millions of users worldwide, empowering enterprises, developers, and individuals to securely manage and share sensitive information anywhere. The company makes it easy for all users to extend robust security across their devices with password management, secrets management, and passwordless and passkey innovations. The company is headquartered in Santa Barbara, California with team members located across the globe. Learn more at the company .

The company truly cares and wants all the company users to have the best experience while accessing their sensitive information. The Customer Success team helps customers and all users meaningfully engage with the company products while proactively planning for user growth, service availability, and to ultimately achieve their desired outcome. Team members have excellent product knowledge, superb technical skills, stellar grammar, attention to detail, and the ability to explain complicated things simply.

The company seeks a server and cloud enthusiast, with experience in both communicating about and deploying these technologies. You will become the company product expert and partner with the Customer Engagement Managers to help customers with their initial production deployments post-sales, as well as implement new features as they are released and increase their adoption of the company platform.

This is an all-remote team and we’re looking for someone located in the UK.

RESPONSIBILITIES

• Functioning as a Subject Matter Expert (SME) for the company and its suite of services

• Leading technical planning and execution of new deployments, both to establish and adopt best-practices with a focus on large Enterprise engagements

• Advising customers on industry best practices for the full stack of the company

• Working with customers to solve issues and/or look ahead to identify solutions to situations they may face in the future

• Providing superb guidance and assistance for each customer’s implementation of the company and general security

• Serve as a dedicated customer point of contact for named customers through alignment to Customer Engagement Manager resources through the company ticketing and email systems

• Participate in customer quarterly business reviews by assisting in environment audits, best-practices reviews, and positioning new product features relevant to further expansion opportunities and/or increased adoption

• Collaborating with Engineering and Product associates to triage bug reports and feature requests based on customer need and scale with a focus on large Enterprise deployments

• Assist training and culture sharing in the Implementation Engineering Team

• Guide knowledge sharing among Implementation Engineers within the team and in collaboration with Technical Writing to share best-practices, troubleshooting information, and recommended configurations

• Lead and/or assist in internal team projects including customer environment replication for bug investigations, integrations with new third-party tools, and development of automations both for customer use-cases as well as internal team processes

• Occasionally represent the company at customer meetings, industry events, or team offsites (some travel may be required).

WHAT YOU BRING TO the company

• Excellent English and grammar

• Excellent problem-solving skills (you might not know all the answers but you know how to find and communicate the solutions)

• A passion for supporting your team members, growing together (technical ability and emotional intelligence), and sharing your knowledge with all

• A strong sense of empathy and the ability to advocate for others

• A passion for helping the company users

• Experience from a previous technical position (e.g. Systems Engineer, Implementation Engineer, DevOps Engineer, IT Infrastructure Engineer, etc). Equivalent education or demonstrable skills may be accepted

• Ability and desire to work remotely

Familiarity with several of the following areas/technologies is preferred:

• the company

• Linux, Windows, and macOS

• Docker (Swarm Mode), Kubernetes, and Podman

• NFS, SMB/CIFS, and Block storage

• Bash and PowerShell

• Active Directory, LDAP, Google Workspace, Azure Entra ID, Jumpcloud, Cloudflare and Okta

• GCP, AWS, and Azure

• Android and iOS

• GitHub

• NGINX

• SQL

• TCP/IP

• DNS

• HTTP

• SMTP

• SAML and OpenID Connect

• TLS/SSL and PKI

WHAT TO EXPECT IN THE INTERVIEW PROCESS

• Screening call with our Recruiting Team

• Interview with Implementation Engineering Manager

• Interviews with Implementation Engineering team members

• Interview with Chief Customer Officer and Customer Success Manager

A FEW REASONS TO WORK WITH US

• Our user community loves us and we love them. Come to work each day with a sense of purpose as we bring a more secure internet experience to everyone from our friends and family to the world’s largest organizations.

• Become an expert. You’ll get immersed in the prominent technology markets of security and open source software.

• We are dedicated to building a diverse and talented team. Work remotely with motivated and supportive team members across the world.

• Learn and grow. Take on new challenges with the support of your team, and join our #growth-club to continue personal and professional development.