Customer Success Engineer UK&I

PlexTrac is the #1 AI-powered penetration test reporting tool and platform for real time threat exposure management. It helps cybersecurity teams address the most critical threats and vulnerabilities efficiently. This innovative approach has allowed PlexTrac to gain significant traction among companies and teams of all sizes, including several of the Fortune 500.

Having recently closed a $70 million Series B funding round as of February 2022, PlexTrac is poised for exponential growth and is seeking top notch talent for strategic roles to join the team. Candidates interested in leveraging extensive professional experience to build innovative programs around a new concept in the cybersecurity market and who love working in a fast-paced, energetic start-up environment should apply!

PlexTrac Mission and Culture is to empower teams to win the right cybersecurity battles. PlexTrac is culturally a mission-oriented organization, by which we mean that we seek to make the lives of our customers better knowing that their improved efficiency and effectiveness has a direct impact on the security of our world. Likewise, we seek to improve the lives of our employees by creating a workplace in which they can flourish professionally and personally. We are flexible, creative, collaborative, detail oriented, humble, hard workers who practice what we preach. Those attributes in our team members lead to and are rewarded with a fast-paced, never boring, fun loving work environment — whether we are physically or virtually present with one another.

Our core values describe us as humans and leaning into them is how we define success:

• Integrity through transparency and accountability
• Aggressive innovation
• Positively impact people
  
  
  

We are seeking a skilled and motivated Customer Success Engineer (UK&I) to join our dynamic team. This role will be responsible for building strong relationships with customers, understanding their technical needs, and providing timely and effective technical and product guidance and/or assistance to ensure their success with our products/services.

Collaborating with cross-functional teams and acting as a bridge between customers and internal teams to drive customer satisfaction and product improvement is needed to be successful in this role.

Key Responsibilities

• Serve as the primary technical point of contact for assigned customers, understanding their technical requirements and challenges
• Act as a trusted partner to customers by providing clear and proactive communication across Slack, email, and phone.
• Provide technical guidance and support to customers during onboarding, implementation, and throughout the customer lifecycle
• Troubleshoot technical issues, identify root causes, and work collaboratively with internal teams (such as engineering, product, and support) to resolve customer problems
• Assist customers in configuring and customizing our products to meet their specific requirements
• Deliver technical product demonstrations and training sessions to educate customers about product features and best practices
• Document customer interactions, technical solutions, and best practices to build a knowledge base for the team and customers
• Identify upsell and cross-sell opportunities by understanding customer needs and suggesting relevant products/services
• Gather customer feedback and insights and communicate them to the product and engineering teams to drive continuous improvement of our offerings
• Collaborate with the sales team to ensure a smooth handover from the sales process to post-sales support
• Create customer-facing knowledge articles to drive self-service within our external and internal customer base
  
  
  

Qualifications

• Must be located in the UK and able to support standard business hours (9-5pm) within the UK.
• Excellent written and verbal communication skills in English are required; additional language skills are an asset.
• Bachelor's degree in a technical field (e.g., Computer Science, Engineering) or equivalent practical experience preferred
• 5-8 years of previous experience in a customer-facing technical role such as technical support, solutions engineering, or customer success
• Security experience required; familiarity with cybersecurity, pentesting, compliance frameworks or technical reporting tools is a strong plus.
• Proficient in cloud hosting services, Bash and Python scripting, Linux OS (Ubuntu, Red Hat), GitHub (creating and pulling PRs), email server setup, and working with data file types such as JSON, XML, and CSV.
• Experienced with SSH, file permissions, file navigation/editing, port forwarding, proxies, Docker (Kubernetes a plus), SQL and NoSQL databases (Postgres, Couchbase), and Atlassian products (Jira, Confluence).
• Excellent problem-solving and troubleshooting skills with a customer-centric mindset
• Effective communication skills, both written and verbal, with the ability to explain technical concepts to non-technical audiences
• Proficiency in using customer relationship management (CRM) tools and support ticketing systems
• Proactive attitude, self-motivated, and ability to work independently as well as part of a team
• Willingness to adapt in a fast-paced/start-up, ever-changing environment
  
  
  

Why Join Us

• Competitive base salary, paid holidays and benefits negotiable upon offer.
• Flexible remote or hybrid work environment
• Supportive, inclusive culture with continuous learning and mentorship
• Make an impact in a high-growth, evolving startup environment
  
  
  

PlexTrac is an equal opportunities employer. We are committed to creating an inclusive workplace that values diversity and promotes equality of opportunity for all. We welcome applications from all suitably qualified candidates regardless of age, disability, gender reassignment, marriage or civil partnership status, pregnancy or maternity, race, religion or belief, sex, or sexual orientation, in line with the Equality Act 2010. If you require assistance and/or a reasonable accommodation due to a disability during the application or recruitment process, please send a request via email to [email protected].