Customer Solution Engineer Jobs

Customer Solutions Engineer

About LogRhythm

LogRhythm helps busy and lean security operations teams save the day—day after day. There’s a lot riding on the shoulders of security professionals—the reputation and success of their company, the safety of citizens and organizations across the globe, the security of critical resources—the weight of protecting the world.

LogRhythm helps lighten this load. We help customers defend against many of the world’s most significant cyberattacks and empower security teams to navigate ever-evolving digital weaponization with confidence. As allis in the fight, LogRhythm combines a comprehensive and flexible security operations platform, technology partnerships, and advisory services to help security teams close their gaps. Built for security professionals by security professionals, LogRhythm has gained prestigious customer testimonials and industry accolades.

We only work at the pleasure of our customers. Our mission is to empower them with the most intuitive experience and contextual analytics into cybersecurity threats so they can reduce noise, prioritize work, and quickly secure their environment. For our customers, high-performance security operations is a journey, not a project. Our always beautifully, wonderfully dissatisfied customers want and need us to continuously improve in service to their journey and the outcomes they are required to achieve.

So how do we do it? Mark Twain offers some sound advice: “The secret to achievement is getting started. The secret of getting started is breaking your complex overwhelming tasks into small manageable tasks, and then waste no time starting on the first one.” To add to Mr. Twain’s advice: We think. We experiment. We learn. We adapt. And, through it all, we make and keep bold promises that matter to our precious customers.

Learn more at logrhythm.com.

The Opportunity

As a Customer Solutions Engineer (CSE), you will be accountable for customer satisfaction by engaging in high-yield tactics that assist in the customer’s journey to continuously improve their security operations. That accountability includes earning 100% customer retention, greater than 100% renewal rate, and license compliance from the customers you own. It also includes working with your customers so that they act as a reference, and speak with prospects, partners, and industry analysts on the invaluable and irreplaceable difference LogRhythm makes to their organization.

Responsibilities:

30% - Customer Success:

• Determine LogRhythm’s responsibility in ensuring those outcomes
• Discover, understand, document, communicate, and agree on the outcomes that matter to each customer and what success looks like
• Work with customers to resolve existing and potential technical obstacles and support issues.
• Devise a plan for each customer that ensures the customer achieves success effectively and efficiently

30% - Sales and Renewals Performance:

• Work closely and collaboratively with the Regional Sales Managers, Regional Director, and Customer Success Manager to inform and coordinate all decisions affecting our customers and ensure full alignment. Trust and respect, centered on serving the customer, should define these interactions.
• Develop and deliver LogRhythm product demonstrations and solutions to customers and prospects to drive sales, adoption, and successful outcomes.
• Drive customer references
• Execute ongoing high-yield tactics and solutions to ensure our customers are getting the most out of their investment in our products and our partnership.
• Earn 100% customer retention, greater than 100% renewal rate; and license compliance from the customers you own. This means never being told by a customer, "You're fired!"

25% - Relationship Building and Collaboration:

• Build trusting and influential relationships with influential customer contacts, built on making and keeping promises that matter
• Bridge departmental silos to document infrastructure, understand internal processes, and search out new opportunities for improvement to the partnership.
• Work cross-functionally as a customer advocate to provide insights and contribute to value creation (e.g., Support, Professional Services, Product Management, Engineering, Marketing, etc.)

15% - Thought Leadership and Communications:

• Represent LogRhythm at conferences, industry training, and related events.
• Contribute as a thought leader amongst your peers and via broader communication (e.g., email broadcast, social media, blogs, …) to share valuable lessons learned and solutions that have made a difference that mattered to a customer.

Minimum Qualifications (Must Haves):

• Experience or formal training in Cyber Security.
• Proven ability to create and nurture trusting and influential customer relationships.
• Strong speaking, writing, and presentation skills.
• Experience in SIEM technologies including dashboards, analytics, threat hunting, and problem-solving.
• Must have demonstrated experience working with customers and prospects to understand their technical challenges, and requirements and effectively respond with proposed solutions that fit.
• Experience in a customer-facing technical role (e.g., pre- or post-sales engineering).
• Strong problem-solving skills, ability to analyze complex multivariate problems and use a systematic approach to gain quick resolution, often under critical and urgent circumstances.

Highly Desired Qualifications (Key Discriminators):

• Experience installing and working with Windows, *NIX, and SQL
• Some software or scripting experience (e.g., regex, PowerShell, …).

Personal Qualities/Characteristics:

• You feel a personal drive and ownership of your customer’s success. If they are not a happy referenceable customer, you ask yourself why, develop the game plan to solve it, and see it through.
• You are a Passionate Explorer! You think flexibly, learn quickly, seek out difficult challenges, endeavor to build trusted and trusting relationships, connect with others to find better solutions, desire to make a significant impact, and play to win.

LogRhythm Total Rewards offers you:
(Subject to applicate eligibility requirements)

• Widespread learning center for career planning and skill development to grow your career
• Paid Time off including “take what you need” flex time, volunteer day of service, your birthday, parental leave, holidays and more
• Generous 401(k) employer match to help you save for your future
• A culture of passionate, diverse, committed professionals
• Extensive medical, dental and vision coverage to meet your healthcare needs and employer Health Savings Account contribution to help pay for health expenses now or in the future

Salary:

The annual starting salary for this position is between 110k-120k+ Annually variable commission depending on experience and other qualifications of the successful candidate.

Bring your Whole Self to Work!

Diversity, equity, and inclusion are at the core of who we are. At LogRhythm, we know that diverse perspectives spark innovation, improve creativity, and position our team for success. Creating a culture where all are welcomed, valued, and empowered to achieve their full potential is important to who we are today and in the future. We hire the best of the best and do not discriminate based on race, gender, age, religion, sexual orientation, identity, or other personal factors.