Customer Success - UK (flexible)

Professional Services Engineer

Closing on 31st Jul 2022
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Egress presents to you a job description with a difference, A first-hand account of the role you are applying for from the people currently doing it.

We are looking for someone to join us as a Professional Services Engineer in our Boston office. If the role described below sounds interesting and you think your skills and experience are a good fit, then please do get in touch!

Who are the Professional Services team and what do they do?

“The Professional Services team interacts with our customers to ensure they can deploy the technology and get maximum value from their investment.  We also become a conduit between customers and internal technical teams (Product, Development, QA etc), helping to pass on feedback from the field with regards to what customers want to see in our product roadmap. Ideally, we should be seen by customers as their trusted advisor, both on Egress related matters and other security topics.” 

 “We’re the bridge between the Development guys and prospective customers. We are responsible for the technical scoping of new deployments, operating POC’s and acting as a technical point of contact for stakeholders. We listen to customers’ problems and find the best way to quantify the issue, design the solution and prove it’s worth”

“Professional services are responsible for deploying the product purchased by our customers. We make sure that the customer use cases and requirements are met and that they get the most use out of the product. There is also an element of Account Management and ensuring customers are happy”

“We are ambassadors for Egress and the front line representing the company in front of Customers. We are also solution providers and help solve problems organisations face around Data security.”

“We solve business issues by helping clients implement our software. We are Subject Matter Experts for our product portfolio.”

Who would suit this role in your team?

“Someone who is deeply technical but brilliant interacting with people and customers.  It is a split role which is both deeply technical and customer facing.  Someone who is able to build great relationships with people is as important as the strong technical background and knowledge set.”

“Someone technically strong, but also really personable. Pre-sales requires an ability to build relationships and rapport with people really quickly – a natural ability to read different personality types is useful too.”

“I think by far the best quality a candidate can have in professional services is the ability and desire to learn new technologies every day, there is no single moment really when you have learned enough”

“A people person is a must! Relationship building is very important whether in Pre or Professional Services. A team player is also very important as it is always great when the team can bond together both professionally and socially. Someone who is eager to learn and also someone who is very patient.”

“Someone who has experience implementing any software with customers. Experience in firewalls, applications or system admin/IT Operations are always useful as well as having good soft skills”

What skills will you use in this role?

“Experience of supporting, managing or troubleshooting messaging infrastructure – e.g. Exchange, Office 365, other MTA’s and SMTP” 

“Experience with Active Directory, packaging tools, Identity Providers (e.g. Azure AD, ADFS) is also useful” 

“Experience with Windows Server 2012 R2 + as most of our core infrastructure runs on Windows” 

“Any experience with Linux, Firewalls and PowerShell are all very useful.”

“Outside of technical knowledge, ideally anyone with a Customer Service background as customer facing skills are so important in the role.  Someone energetic, social who likes interacting with people.”

“A technical background is always useful, particularly someone with some exposure to different parts of the software lifecycle – Development, QA, Support etc”

“Demonstrable experience in being able to quickly learn and adapt to new areas of technology is absolutely key”

“Good at forging and maintaining relationships with an unrivalled attention to detail”

“Remaining calm under pressure is critical”

The company

We are proud of our uniquely agile, effervescent, and people-focused equal opportunity environment. Our core values of CultureExcellenceAmbition and Integrity run through everyone who works for us, and everything we do.

We are a sociable company and haven’t let a global pandemic stop us from continuing to enjoy the place we work even if is more of a virtual experience at times. The atmosphere across the business is friendly and supportive, with a constant desire to improve in everything we do! We are now back to running our monthly paid for social activities as our offices continue to get busier! For those who are working remotely, we can’t promise the coffee you have in your kitchen will be as good as the free ones we have in the offices but the people you share it with will be just as warm and welcoming.

Diversity, Equity and Inclusion

Here at Egress we are committed to diversity, equity and inclusion. Our workforce has consistently sat above the national average for both BAME and Female representation, but we recognise that we can always do more. Every job description is subject to scrutiny through a gender bias decoder ensuring our roles are as inclusive and attractive as possible. Our culture is one that aims to nurture a welcoming and safe working environment for everyone with initiatives such as our Diversity & Belonging forum, dedicated mental health first aider network and regular awareness seminars all contributing to a great place to work whoever you are.

Privacy and Your Data

Please take the time to check and read our recruitment privacy policy. The information you provide to us when you apply will be held, stored and processed by Egress Software Technologies Limited in accordance with it.

Any job offer that we may make to you will be subject to you successfully passing background checks.

Benefits

Social

  • Regular charity events and fundraisers
  • Monthly socials paid for by the company
  • Annually fully funded company kickoff
  • Management / peer recognition programmes with rewards
  • Regular employee personal development and training reviews
  • Flexible dress code
  • Social pool league

Physical

  • Free eyecare vouchers
  • Free breakfast, fruit and all the coffee you can drink
  • Fully funded private medical
  • Discounted gym membership
  • Cycle to work scheme




Financial

  • 25 days annual leave, increasing to 26 after your first year in the business
  • Contributory pension scheme
  • £2,000 employee referral scheme
  • Eligibility to participate in Enterprise Management Investment (EMI) stock option scheme
  • Egress perks portal and retail discount scheme

Customer Success Manager
Customer Success
UK (flexible)
31 July 2022