Customer Success Engineer, Security Specialist
San Francisco, CA

Job Description

Description

In June 2017, Sumo Logic announced another $75M funding round led by Sapphire Ventures, with participation from new and existing investors including DFJ Growth, Greylock Partners, Sequoia Capital, and others ( https://www.sumologic.com/press/2017-06-27/75-million-funding-round/). This brings our total funding to $235.5M to date. Sumo Logic's business has scaled significantly, tripling both our annual recurring revenue and customer count to over 1,500 customers, reflecting every major vertical and company size.

Who Are We?

We are a secure, cloud-native, machine data analytics service, delivering real-time, continuous intelligence from structured, semi-structured and unstructured data across the entire application lifecycle and stack. Our mission is to democratize analytics, making it accessible, simple and powerful for businesses of all sizes to build, run and secure their organizations. With Sumo Logic, customers can harness the power of machine data to gain operational business and customer insights that lead to competitive advantage and differentiated customer experience.

What Do We Do?

Sumo Logic was founded in 2010 by experts in log management, scalable systems, big data, and security. We imagined a world of Yottabyte-scale machine data, where machine learning algorithms and advanced analytics could make sense of it all. Today, our purpose-built, cloud-native service analyzes more than 100 petabytes of data, more than 16 million searches, and delivers 10s of millions of insights daily - positioning Sumo among the most powerful machine data analytics services in the world. Our customers around the globe rely on Sumo Logic for the analytics and insights to build, run and secure their modern applications and cloud infrastructures. With Sumo Logic, customers gain a service-model advantage to accelerate their shift to continuous innovation, increasing competitive advantage, business value and growth.

As a Customer Success Engineer, you will be responsible for working with and guiding customers toward successful adoption of the Sumo Logic service. It's a highly technical and customer facing role. This role interfaces with various teams within Sumo Logic such as Product Management, Engineering, Sales, Marketing, Sales Engineering and Support. You will collaborate with these teams to provide a best-in-class experience for our customers. You will enable customers and users to leverage the platform to properly troubleshoot and monitor their applications and infrastructure. You will provide best practices regarding their machine data ingestion and assist with content configuration (queries, alerts, dashboards, etc.) to meet their business objectives and use cases.

As a combined Security Specialist, you will be responsible for working with many customers who have a focus on analyzing security data. You will also use your industry experience to provide additional input to the Product team to continue to improve and expand our Security features.

The ideal candidate will have in depth knowledge of common security tools and practices, the software development lifecycle and operations & infrastructure as well as experience interfacing with highly technical customers in a pre- or post-sales capacity. The successful candidate for this job will have a strong technical aptitude, a thirst for learning new things, is interested in technology outside of the security landscape, and a strong self-starting, proactive mentality.

You are going to be dealing with quite technical users and complex issues, but you're also tasked with creating excitement and loyalty in the customers you interact with. This is an ideal role for extroverted security engineers looking to move into a customer-facing role or implementation consultants looking to move into a more leveraged role.

Responsibilities:

* Advise customers on the best way to use Sumo Logic to meet their specific business objectives
* Ensure pervasive adoption of the Sumo Logic service by discovering new use cases and value sources
* Provide technical assistance and guidance related to Sumo Logic features
* Share best-practices, tools and resources to help customers successfully adopt the Sumo Logic service for their use case(s)
* Collect customer pain points and share these with other internal Sumo groups
* Call on customers on a periodic basis to maintain engagement and customer health
* Drive discussions and participate in community forums and channels
* Partner with Sumo Logic Customer Account Managers to ensure customers are renewing and expanding their accounts
* Represent customer needs internally with our product management and engineering teams

Requirements:

* Three or more years in a cyber security role, securing environments or applications. Experience with a variety of detection or monitoring tools, such as SIEM, IDS, endpoint protection or network security tools. General knowledge of the current security threat and protection landscapes
* Knowledge of operating systems, public cloud environments, databases and modern and traditional application stacks
* A demonstrated passion for making customers wildly successful
* A track record of having a bias for action to make things happen and drive results
* Hands-on experience working with a variety of enterprise software infrastructure (operating systems, virtualization, database, network, security) products in production environments
* Excellent communication, interpersonal, and customer relationship management skills
* The willingness and ability to travel up to 20%
* Can thrive in a fast-paced, high growth and rapidly changing environment
* The ability to read and write pseudo-code
* The ability to write scripts, regular expressions, SQL queries, etc.

Desirables:

* The ability to transcribe and connect business and technical requirements
* Experience developing rules with a SIEM or log management product
* BS in Computer Science or Engineering