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TITLE

 

Customer Success Knowledge Engineer

COMPANY

 

Exabeam

LOCATION

 

San Mateo, CA, US

Description

Exabeam delivers next-generation security management technology that enables organizations to protect their most valuable information. The Exabeam Security Management Platform combines unlimited log data collection, advanced behavioral analytics, and automated incident response, all supported by Exabeam’s patented Smart Timelines technology that uses machine learning to track identity and behavior over time. The company’s recent industry accolades include Forbes Cloud 100, Inc. 500, and SC Awards Europe, among many other distinctions. 
 
Exabeam is the leader of user and entity behavior analytics. We deliver a complete Security Intelligence Platform that enables customers to easily collect all of their security relevant data, to accurately detect complex threats, and to effectively respond to security incidents. We exponentially increase the productivity and effectiveness of valuable security operations teams by enabling them to cut through the noise of thousands of alerts and focus immediately on high-risk user profiles and behaviors.
 
At Exabeam we don't just troubleshoot product issues or resolve bugs—we help customers solve security problems, build custom reports and visualizations, and even teach them advanced threat hunting techniques. We pride ourselves on being able to find solutions to unconventional problems. 
 
Position Overview 
Exabeam is seeking a Customer Success Knowledge Engineer who is observant, creative and analytical mindset to accelerate and improve the department’s troubleshooting and problem-solving abilities.
 
The CS Knowledge Engineer will work as part of the Customer Success organization to develop and implement a knowledge base which will enable the entire company and its customers, increase operational efficiencies and performance metrics.
 
We solve challenging and complex problems every day, we collaborate and share knowledge with each other and innovate solutions enabling our customers to make the most of Exabeam’s software.

Responsibilities

    • Devise technical training programs according to organizational requirements
    • Lead training classes develop the content and publish
    • Identify new content opportunities and fill gaps in Exabeam's knowledge base by developing the required documentation, processes, and training material
    • Collaborate with subject matter experts to research and gather technical data required to create knowledge articles on products, configurations, customizations, use cases, and best practices
    • Communicates regularly informing technical staff on documentation updates, process definitions, change releases, workarounds, and known issues
    • Constantly solicit input from customers, support staff and colleagues to improve our knowledge base
    • Generate and provide knowledge base metrics to measure usage ensuring support members meeting defined participation rate
    • Provide and coordinate new user and ongoing employee training

Qualifications

    • Customer support or customer service experience is a required
    • BS/MS in Computer Science or related technical discipline
    • Creative and critical thinking skills
    • Must be able to work well independently and in a team environment
    • Must be able to work in a fast-paced technical environment and sophisticated cyber-security products with frequent product releases and updates
    • Self-motivated with a strong desire to reach your potential and grow your career at Exabeam with further opportunities

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