Department: Customer Success
Reports to: SVP of Customer Success
Location: Scottsdale, AZ or remote
Trusona, the pioneering leader of passwordless MFA for enterprises, secures the identity behind every digital interaction. The company’s solutions provide a complete alternative to usernames and passwords, making authentication more secure and more convenient across all enterprise use cases. Organizations in financial services, healthcare, higher education, media and more, trust Trusona for omni-channel authentication across any digital asset. Trusona is leading the passwordless revolution where there are no passwords to be created, remembered, managed or compromised. Trusona is funded by Kleiner Perkins, M12 (Microsoft Ventures), Akamai, Georgian Partners, Seven Peaks Ventures and 2M.
Description – What the role is about
As Customer Success Engineer (CSE) at Trusona, you will serve as the trusted technical advisor for our customers. You will have an overall technical responsibility for the design, implementation and successful adoption of Trusona solutions by the customer. You will also be responsible for managing the overall ongoing health of the customer deployment and supporting any post-deployment queries and/or issues. In summary, you will drive business value, offer advice, provide technical support and help grow accounts. Our goal is to enable our customers to become Trusona’s Raving fans, and you will have a significant role to play in that.
A CSE has an important role internally as well. This position is dynamic and highly cross-functional. You will use your key customer insights and knowledge to collaborate across sales, product management and engineering.
Responsibilities – What you will be doing
- Own the complete end-to-end customer experience for technical issues during solution delivery and post-implementation support
- Oversee and manage the resolution of critical technical issues, ensuring prompt and complete resolution to technical challenges and business issues
- Provide proactive support, including but not limited to; preparing/presenting trending graphs/reports, collaborate with the customer’s account team to gain a deeper understanding of their technology roadmap, provide recommendations, and develop best practices
- Liaise and work closely with product and engineering teams on escalated technical issues and product roadmap changes/new features
- Advocate for the customer’s priorities internally within Trusona
- Serve as a Subject Matter Expert (SME) exhibiting the highest level of expertise in providing Trusona support
- Create and manage knowledge base articles to empower and enable the greater support community
- Share best practices with team members to enhance the quality and efficiency of solution delivery and support
- Act as the single point of contact for all post-sales support activities and orchestrate support efforts across Trusona’s various teams
- Provide on-call support as requested by the escalation rules from 24×7 support center
Qualifications – What you bring to the team
- 2+ years of experience in service delivery, or IT services, or engineering role of an enterprise software company
- Hands-on experience with authentication standards like SAML and OIDC required
- Strong knowledge of FIDO based Authentication solutions desirable
- Familiarity with one or more of the industry leading SSO and IAM products like, Azure AD, Okta, ForgeRock, Ping Identity, Janrain/Akamai
- Experience in CIAM technology and web-based customer authentication framework desirable
- Bachelor’s Degree in Engineering, Computer Science or related field strongly preferred
- Knowledge in security engineering and cryptography desirable
- Excellent verbal and written communication skills and phone/email etiquette
- Positive, upbeat and creative personality
- Great attention to detail and strong follow through
- Ability to multi-task and be empathetic to all customers
- Highly organized with the ability to manage numerous projects simultaneously, work across an organization, and drive the necessary activities to solve customer issues
- Some travel may be required to customer site in the future during key implementation milestones (estimated <10%)
- In some infrequent instances, may be called upon to support an elevated customer issue outside of normal business hours, or during weekends or holidays
Perks – What you will receive
- Remote working location flexibility
- Competitive Salary
- Equity (Incentive Stock Options)
- Unlimited Paid Time Off + 10 Holidays + Duvet Day
- Health, Dental & Vision – Company paid for employee
- 401K Plan
- Perk of the month
Trusona is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse workforce. However, Trusona is unable to sponsor visas at this time.
Want to work at Trusona?
To apply, email us your resume and self-introduction to:
