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Professional Services Engineer

The Professional Services Engineer is responsible for providing high quality technical services for the company’s customers, which includes giving expert advice to businesses and organisations, assisting in system architecture design as well as implementation tasks related to the products of the company.

Required tasks: 

  • Work closely with the sales and pre-sales teams to create and conduct appealing product demonstrations, engage in technical conversations with prospective customers understanding their needs, define client's key business drivers and requirements. 

  • Propose software solutions which meet those requirements, ensuring they are technically viable and add value to the overall proposal. 

  • Provide expert advice regarding the use of our products to prospects and customers. 

  • Demonstrate solutions to clients via video conference and articulate the business benefits of our offers. 

  • Liaise with clients' post sale to develop project documentation including Statement of Work and implementation plans. 

  • Take a lead on the technical aspects of sales engagements including conversations with architects, conversations about deployment models and explaining our integration options. 

  • Engage in close cooperation and communication with all partner departments, especially Sales, Pre-sales, Support and Product teams. 

  • Continuously look for and suggest improvements to internal processes and innovations that serve the company strategy.  

  • Participate in customer use case discovery process and document the use case. 

  • Identify training needs and best approach. 

  • Develop presentations and training material for customers. 

  • Hold presentations and conduct product training for customers. 

  • Proactively support the customer in system design, suggest best practices. 

  • Create SoW based on templates and use case discovery results. 

  • Execute tasks based on approved SoW - product training, deployment, configuration, upgrade etc.  

  • Create and maintain own task list and follow up on action items agreed with customers. 

  • Collaborate with internal colleagues across function as well as customer contacts. 

  • Prioritize work and allocate resources based on business goals, customer requirements and agreements. 

  • Schedule and lead customer meetings as required. Maintain documentation of progress and agreements made. 

  • Provide regular updates and feedback to customer and to internal stakeholders. 

As this is a remote job typically there is no need to visit clients. All communication is over E-mail, phone and online meetings.

Requirements:

  • Master’s degree in Information Technology Computer Science or similar.

Experience:

  • Minimum 5 years of previous experience as software engineer, product support engineer and/or experience in professional services of enterprise software in IT security. Experience with SIEM and log management products is an advantage. Previous experience of software solution design is also an advantage.

Competencies:

  • Tech savvy, self-motivated to dig in to learn about products, technology, customers and competitors,

  • Strong customer service orientation and ability to develop and maintain relationships.

  • Solid interpersonal, written and oral communication skills, ability to work with different types of audiences,

  • Excellent time management, particularly the ability to effectively prioritise and execute tasks in line with business objectives,

  • Ability to work effectively as part of a team with shared objectives and on own initiative,

  • Excellent problem-solving skills, resilience and positive attitude. 

  • Technology stack: Linux (Ubuntu /Debian, Red Hat, MS Windows, networking protocols (e.g. TCP, UDP) and application layer protocolts (e.g. NS, DHCP), SSL/TLS, X509 certificates, PKI, Log management tools and SIEM products (QRadar, ArcSight, Splunk, Snare, syslogd, Logstash, Kafka, Scribe, ELK, Graylog etc.) 

  • Other skills: Salesforce, advanced level of MS Office knowledge.

  • Language: Fluent English skills (oral and written)