Solutions Engineer

Join us to help our customers fight the bad guys! With threats to organizations growing, and breach notices in the news every day, our market is growing exponentially. We need a Solutions Engineer to help our customers improve their security posture. As an SE at DomainTools, you will have the opportunity to work with the largest companies in the world, to conceptualize and implement new and inventive ways to integrate our products as well as our data within their systems (i.e. SIEM, TIP, SOAR technologies).

As well as being talented, driven, and insanely curious, you are focused on helping Enterprise / Gov / Mil Customers operationalize and gain value from the DomainTools product suite. You are excited to dive into all aspects of the go-to-market organization at DomainTools to help our teams with demos, PoVs, presentations, customer trainings, supporting marketing at conferences, and driving resolution of technical support escalations.

As an SE at DomainTools, you will have a dual focus, developing net new relationships by supporting the AE in the region as well as championing adoption and delivering onboarding with existing customers. You will quickly cement yourself as the primary technical resource for our customers and prospects, working alongside our account representatives and executives to provide support during pre-sales, discovery, demonstration, and proof of value opportunities. You will lead focused beginner training, onboarding, and education sessions to help guide adoption of our solution set. You will also be a key provider of expert technical support by triaging escalated customer and prospect issues. This will involve a significant amount of cross team operational excellence, liaising with our product and engineering teams to drive timely resolutions.

We want a collaborative and energetic individual that is keen to learn and advance their skills and experience in the CyberSecurity universe but also someone that can demonstrate a working knowledge of appropriate technical concepts (see below). A successful candidate must be a flawless communicator, must be agile in their ability to translate highly technical concepts for the understanding of non-technical audiences and vice versa. They can / will contribute to customer advocacy internally, excel in a dynamic environment, deliver messaging and feedback both to customers as well as back into the product, engineering, and integration organizations.

We are a team that aims to support the provision of world class customer experience and as such, being proactive in your approach to this goal is key. You will have mentors and resources to assist with learning but your success will depend heavily on your ability to consume new information independently and using your initiative to reach out to experts within the organisation for specialist knowledge transfer.

Job Responsibilities:

Learn to effectively communicate DomainTools value, product capabilities, technical features, and assist in prospect / customer awareness and adoption of our products and services.

• Collaborate with customers and internal teams to design tailored solutions that meet specific customer requirements.
• Deliver technical product presentations and demonstrations, to showcase how DomainTools solutions address customer needs and to get the Technical Win.
• Collaborate with Account Executives and Customer Success Managers to deliver a targeted demonstration that ties in our products’ capabilities to desired customer use-cases.
• Become an expert in delivery of the DomainTools Engage training program with a view towards enabling our customers to more effectively derive value from DomainTools products.
• Become an expert on Cyber Threat Intelligence and DomainTools data, as well as the competitive landscape.
• Provide T2 / T3 technical support to our customers by triaging tickets and liaising with the product and engineering teams to deliver timely answers.
• Collaborate with the DomainTools product and engineering teams to define and test new features across all products that leverage current and emerging DomainTools datasets and adapt to changes in new integrations.
• Be diligent in documenting best practices and lessons learned. Contribute to documentation and learning content for both internal teams and an external audience.
• Ensure excellent service and support for customers by creating long-term business relationships, create innovative solutions to push user adoption and maximize the value of our products and/or integrations.
• Utilize Confluence, Jira, Zendesk and Salesforce to track all pertinent information related to products, features, bugs, opportunities, and accounts.
• International Travel may be required (~40%)

Requirements

• Demonstrable experience in enterprise SaaS, Fortune 500 in a similar customer facing role.
• Working knowledge or recent experience with scripting languages (basic authoring), modern object oriented programming languages (reading, not authoring), databases, and analytical tools.
• Experience communicating effectively with customer engineers as well as non-technical stakeholders about a product’s technical capabilities, including API endpoints and integration use cases.
• Experience in active troubleshooting of complex technical issues.
• Fast learner, insanely curious, adept at both understanding and articulating new technologies as well as their corresponding value propositions on the fly.
• Ability to excel in a high pressure, fast paced environment (we are a small company and as such often wear many hats to achieve the impact of a much larger one).
• Understanding of common OS, Browser, OSI Stack, DNS, Domain Registration, TCP/IP and networking technologies.
• Experience or familiarity with the CyberSecurity industry.

Preferred Qualifications: (Bonus Points)

• Good understanding of various firewall and web proxy technologies.
• Working knowledge of SIEM / TIP / SOAR platforms.
• Familiarity with JSON / RESTful API endpoints.
• Familiarity with Big Data concepts and the management of large on-premise datasets.
• Familiarity with LLMs.
• Fluency in French, or other European languages.