Customer Success Engineer

About Us

Red Cell Partners is an incubation firm building and investing in rapidly scalable technology-led companies that are bringing revolutionary advancements to market in three distinct practice areas: healthcare, cyber, and national security. United by a shared sense of duty and deep belief in the power of innovation, Red Cell is developing powerful tools and solutions to address our Nation’s most pressing problems. 

About Andesite:

Andesite is a technology company dedicated to transforming the capabilities and efficiencies of cyber defense teams. Our Artificial Intelligence (AI)-driven analytics platform simplifies cyber threat decision-making by dramatically accelerating the process of turning decentralized data into actionable insights. We were incubated in Red Cell Partners’ Cyber Practice and are supported by top venture capital firms like General Catalyst. Our team is born out of the security community and comes from a diverse range of backgrounds and experiences including the CIA, NSA, military, big tech, and start-ups. Based in Northern Virginia, but a remote first workplace lverage our deep experience and our bleeding-edge tech to serve both public- and private-sector customers. Andesite is proudly developing our technology alongside partners in the national security space. See more at andesite.ai.  

The Role:

We are seeking a skilled and customer-focused Customer Success Engineer to join our team. This role is critical in ensuring our customers achieve maximum value from our cybersecurity solutions. The ideal candidate will have a strong technical background, exceptional problem-solving skills, and the ability to build long-term relationships with enterprise clients. You will work closely with customers both pre and post-sale to ensure smooth onboarding, provide technical support, and drive adoption of our solutions.

Key Responsibilities:

• Customer Onboarding & Adoption:
  • Lead onboarding sessions to ensure customers understand and successfully deploy our cybersecurity solutions.
  • Develop and deliver tailored training sessions to enable end-users and administrators.
  • Assist customers in integrating our solutions into their existing environments, including writing Python scripts for API-based integrations.
• Technical Support & Issue Resolution:
  • Serve as the primary technical point of contact for assigned customers, addressing inquiries and troubleshooting complex issues.
  • Work with internal teams (e.g., engineering, product management) to resolve technical challenges promptly.
  • Provide proactive guidance to customers on best practices, upgrades, and optimization strategies.
  • Utilize Salesforce to track customer interactions, document technical support cases, and report on key customer success metrics.
• Customer Success Management:
  • Monitor customer health metrics to ensure satisfaction and retention.
  • Conduct regular check-ins and technical reviews to assess solution performance and address evolving needs.
  • Act as a customer advocate, communicating feedback to product and engineering teams.
  • Identify upsell and expansion opportunities and collaborate with account managers to drive additional value for customers.
• API Integration & Scripting:
  • Write and maintain Python scripts to assist customers in automating processes and integrating our solutions with third-party tools.
  • Guide customers on leveraging APIs for custom workflows and advanced configurations.

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
• 5+ years of experience in a technical customer-facing role, preferably in the enterprise cybersecurity space.
• Strong understanding of cybersecurity technologies, including but not limited to SIEMs, Data Lakes, Endpoint Detection & Response, Threat Intel Platforms, Security
• Proficiency in Python for API interaction and scripting.
• Experience with Salesforce CRM for managing customer accounts and tracking success metrics.
• Excellent communication and interpersonal skills, with a customer-first mindset.
• Ability to work independently and manage multiple customer relationships effectively.

Preferred Skills:

• Certifications such as CISSP, CEH, or similar.
• Familiarity customer success methodologies.
• Experience with cloud platforms like AWS, Azure, or Google Cloud.

What We Can Offer:

• Top of market salary, bonus, and equity package for an early stage startup
• 100% employer-paid, comprehensive health insurance including medical, dental, and vision for you and your family
• Unlimited PTO, with your manager’s approval
• Flexible work environment where you manage your work day
• A remote-first environment, with occasional travel for in-person collaboration with customers, your team, and teammates
• 14 weeks of fully-paid parental leave

Andesite is an equal opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.

We encourage candidates from all backgrounds to apply, even if you don't feel like you're a perfect fit. If you're passionate about contributing to our mission, we'd love to hear from you!

Salary Range: $150-210k. This represents the typical salary range for this position based on experience, skills, and other factors.

#LI-RCP

We’re an Equal Opportunity Employer: You’ll receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.