وصف الوظيفة
Role Overview
Designated Engineer at Nozomi Networks. The role serves as the primary technical point of contact for a portfolio of enterprise and industrial customers, ensuring their cybersecurity platforms run flawlessly and continuously evolve to meet emerging threats.
Company Overview
Nozomi Networks is the leader in OT and IoT cybersecurity. The company defends some of the world's largest organizations and critical infrastructure in more than 68 countries. The AI-powered cybersecurity platform secures operational technology (OT) and Internet of Things (IoT) infrastructures for enterprises and government entities across energy, manufacturing, transportation, resources, and critical infrastructure.
Role Purpose
To serve as the primary technical liaison for assigned customers, focusing on operational support and platform optimization. You will work closely with customers to deploy the Nozomi solution, proactively maintain it, continuously optimize configurations, and enable adoption of the cybersecurity platform, with support from senior professional services engineers, Customer Success Managers, and cross-functional teams.
Key Responsibilities
Customer Relationship Management
- Own the customer relationship and act as the primary technical liaison for assigned customers.
- Provide weekly activity summaries and planning updates to customers.
- Partner with Customer Success Managers, Product, and Engineering to steer roadmap priorities and share field feedback.
Platform Optimization
- Run regular health checks on customer platforms.
- Tune sensor configurations and optimize alert generation.
- Guide upgrade roll-outs for customers.
Adoption & Implementation
- Design and implement new features, integrations, dashboards, and custom queries that unlock customer use cases.
- Accelerate adoption of the Nozomi solution across assigned customers.
Documentation & Education
- Develop and maintain customer-specific documentation, workflows, and use cases.
- Deliver knowledge-transfer workshops on new releases and best practices.
Support & Troubleshooting
- Investigate incidents and troubleshoot customer issues.
- Open and manage support cases and RMAs.
- Drive issues to root-cause closure with Technical Support.
Qualifications & Experience
- 2+ years of experience in a technical support, system administration, or technical consulting role.
- Knowledge of networking concepts including OSI model, TCP/IP, VLANs, and network architecture.
- Knowledge of network infrastructure including firewalls and switches.
- Knowledge of general cybersecurity principles and applications including Active Directory, PCAP analysis, and security architecture.
- Familiarity with Windows, FreeBSD, Unix, and Linux operating systems.
- Familiarity with virtualization.
- Familiarity with basic scripting or API usage.
Preferred Qualifications
- 2+ years in a customer-facing role for a cybersecurity vendor or a system integrator such as pre-sales, professional services, TAM, or CSM.
- Exposure to OT/ICS environments and protocols.
- Experience with Nozomi Networks products or similar cybersecurity platforms.
- Technical certifications such as CompTIA Security+, CompTIA Network+, CCNA, or GICSP.
Skills & Competencies
- Strong troubleshooting and analytical skills.
- Excellent communication and interpersonal skills.
- Ability to work independently and manage time effectively across multiple customer engagements.
- Professional fluency in written and spoken English.
Additional Information
- Background verification checks will be conducted for successful candidates.