Job Details

Technical Customer Success Manager (TCSM) (Remote)

Pay: $145,000.00 - $185,000.00 / year

Employment type: Full-Time

Job Description

Join our team at employer and be part of an exciting startup in a hot space. As a Technical Customer Success Manager, you will have the opportunity to make a real impact on the success of our customers and employer. With remote work flexibility, you can work from anywhere in the U.S.A. and enjoy building relationships and winning over colleagues, customers, and business partners with your personable and professional communication skills.

Essential Duties and Responsibilities:

1. Provide remote technical support to understand, troubleshoot, diagnose, reproduce, and resolve customer and partner issues.
2. Define, manage, and execute problem resolution plans, communicating effectively with employer's customers, partners, and sales team.
3. Manage multiple tasks simultaneously and periodically work at customer sites for problem isolation and resolution.
4. Participate in the review of technical documentation for training materials, troubleshooting guides, and more.
5. Gain a deep understanding of typical challenges faced by customers and map features in their security environments.

Qualifications:

1. Experience working in a B2B SaaS organization with strong familiarity in security concepts, remote access, and cloud.
2. Strong empathy for customers and a passion for customer success.
3. Strong switch and router expertise, with JNCIA, CCNA, or higher certifications preferred.
4. Knowledge of Linux, VMWare ESXi, and Firewall.
5. Familiarity with 802.1x/NAC, Cybersecurity, and Vulnerability management.
6. Excellent communication, interpersonal, and customer service skills.
7. Ability to relate technical information to non-technical customers.
8. Experience with CSM and CRM tools.
9. Diplomacy, tact, and poise under pressure when resolving customer issues.
10. MS/BS in CS/EE or equivalent.
11. 7+ years in a direct technical support role.

Additional Information:

As an equal opportunity employer, we welcome all qualified candidates eligible to work in the United States. This job description is not comprehensive and may be subject to change at any time. Salary Range: $145,000 - $185,000, dependent on factors such as training, skills, experience, and location.

About the Company

Ordr is the only purpose-built security platform that discovers all IoT, IoMT, and OT devices, fully maps every microscopic device behavior and risks at massive scale, and automates action.