Software Customer Success Executive
Intechnica, United Kingdom
Job Description
Netacea is a Manchester based business providing a revolutionary bot management solution that protects websites, mobile apps and APIs from malicious attacks such as scraping, credential stuffing and account takeover by monitoring activity on APIs, mobile applications and websites, highlighting sources of automated traffic and giving users the tools to mitigate threats before serious business impact. We take pride in providing a service that is unsurpassed in the ever-growing field of cybersecurity.
Due to our continued growth, we are looking to find a Customer Application Support Engineer to join the Netacea Product team. Netacea is always striving to find innovative ways of improving and you will contribute to this cycle of continuous innovation.
The team
Our Product team currently work with an exciting range of cloud technologies and are always innovating our product offering to stay ahead of the competition. Our Customer Application Support Engineers are an essential part of driving value by liaising with our customers and helping them to optimise their use of our product suite across networks.
Why work for us?
We are a team and as such we take pride in being an open and flexible business. We are passionate about delivering great results for our clients - you will play an important role in helping to shape the future of our business. This is an ideal position for you to utilise your existing application support experience and knowledge and enhance your skills working enterprise customers.
Requirements
The role
- Working with customers in helping them to optimise their use of our product suite across their networks
- be involved at all stages of the client lifecycle, from pre-sales to business as usual operation ensuring that client requests are managed in an efficient way.
- Championing our customers’ support requests within the team.
- Manage business as usual operation and ensure that all client support requests comply with SLA.
- Be a big part of a growing team. Work with developers, testers, product owners and data scientists to offer service excellence to our customers.
About you
What’s most important to us is your approach. People in our teams are driven by a desire to make a difference we value people who are curious in outlook, interested in learning new technologies, spotting problems and solving them and enjoy working in independent agile teams that will own service delivery end to end. We are looking for people with experience in the following:
- Prior experience in customer services, customer success, sales or equivalent professional background in a customer-facing and technology-based role
- Experience of supporting a SaaS delivery model for technical services
- Experience of web technologies
- Confidence working with customers within all levels / industries
- Highly motivated and hardworking with ability to think clearly in a fast-paced company
- Problem solver with a curiosity around all Internet based technology.
- Excellent written amp; verbal skills
- Knowledge of cloud technologies (e.g. AWS)
- Salesforce / CRM experience
- Knowledge / certification in ITIL
- SDLC understanding and experience
- Agile project experience
- Interest / experience of security threat landscape
- High performance and high availability systems are our specialty therefore experience in these areas would be advantageous
Benefits
Perks of the job (Covid allowing)
- Flexible working: we trust people to do the right thing and don’t watch the clock.
- Social Events: Summer BBQ and Christmas Party, plus monthly events organised by our Social Committee.
- Free food: breakfast, fruit and snacks.
- Lunch amp; Learn: listen to and learn from people talking about a topic they are passionate about, or host one yourself in whilst grabbing a free lunch.
- Onsite hot drinks machine enjoy your premium hot drink free of charge!
- Private medical insurance.
- Real career progression: as a fast-growing company, there is plenty of opportunity to learn from others and show what you can do.
- Life assurance: four times your salary for your beneficiaries.
- 25 days holiday: (plus bank holidays).
- Cycle to work scheme.
- We’re a team and therefore value technical skills for their own sake: you don’t have to go into management in order to progress.
- Have your voice heard: teams are big enough to be supportive but small enough for everyone to be heard.