What are the responsibilities and job description for the Customer Support Engineer position at Atomus?
This is a full-time on-site role for a Customer Support Engineer at Atomus located in San Francisco, CA. The ideal candidate must be a US Citizen and able to work onsite 5 days a week and shift expectations of 8 : 00 a.m. - 5 : 00 p.m. PST, in our San Francisco office.
About Atomus
Atomus is a leader in providing innovative compliance and cybersecurity solutions. Our mission is to help businesses achieve and maintain top-tier security and regulatory standards. We empower our customers to safeguard their operations and meet compliance needs seamlessly.
Job Summary
The Customer Success Engineer (CSE) will ensure our customer’s success by managing the technical onboarding, delivering outstanding technical support, and helping conduct Quarterly Business Security and Compliance Reviews (QBRs) . You will work closely with customers to help them implement and fully leverage our cybersecurity products, maintain compliance, and solve technical challenges.
As Customer Success Engineer at Atomus, you will work directly with our customers to ensure high customer satisfaction while ensuring they are fully compliant for NIST 800-171 and CMMC. You will serve as the voice of the customer by sharing their feedback and insights with our product team and reporting any issues to our engineers. We take pride in delivering amazing experiences for our customers. Our customers depend on Atomus to manage and secure their Windows, MacOS, Ubuntu, iOS, Android devices, and Firewalls while ensuring compliance. We aim to provide the best possible support when they have questions. Our team's main goal is to simplify our customers' lives, for compliance and security.
Key Responsibilities
- Manage and guide new customers through the onboarding process, ensuring proper setup, configuration, and alignment with their security programs and establishing baseline compliance requirements of NIST 800-171 and CMMC while performing technical tasks / project management required for onboardings.
- Serve as the first point of contact for technical inquiries, providing debugging, troubleshooting, and solutions for technical IT / security issues related to the Atomus platform.
- Run regular Quarterly Business Security and Compliance Reviews with customers, analyzing their security posture, roadmap overview, product usage, and providing recommendations for optimization and growth.
- Work closely with internal teams (sales, product, engineering) along with partners / vendors for customer requirements to communicate customer feedback and advocate for customer needs in product development and rolling out 3rd party products
- Assist customers in managing and maintaining NIST 800-171 and CMMC compliance requirements, ensuring IT documentation is updated and maintained.
- Deliver training sessions (webinars or on-site) to customers on using the platform, improving their security posture, and staying compliant.
- Build and maintain strong relationships with customers, acting as a trusted advisor for their cybersecurity strategy.
- Serve as the security and compliance expert for potential customers and provide engineering expertise on sales calls.
Skills & Qualifications
