ZeroFox seeks a Platform Engineer to guide best practices to build and deploy platform configuration for our customers while working in tandem with Intelligence Analysts, Account Management and Technology teams to see issues to resolution. The Platform Engineer will be dedicated to delivering the best in customer platform configuration and service to all of our platform customers and internal business users. In this role, (s)he will take customers through configuration of the ZeroFox platform, working directly with clients to bridge the gap between their business and technical requirements.

The Platform Engineer will be responsible for clearly articulating customer business and technical requirements to support the product team in feature development and roll out. The successful applicant will need to nurture relationships, both internally and externally, provide amicable customer solutions, and be technically competent on the ZeroFox SaaS platform.

As a high-touch, high-value services organization we need team members who are great with customer- facing interactions, have incredible communication skills, and are able to ask great questions. We look for people who are  multi-talented, thoughtful listeners and customer-focused problem solvers. Technically- and business-minded Project Managers, Business Analysts, Systems or Software Developers or candidates with experience with setup and delivery of similar SaaS products will be given priority consideration.

Requirements

Role and responsibilities

• Manage multiple customer initiatives while leading platform configuration / technical support efforts for enterprise services organization

• Work with customers to prioritize and document challenges, articulate product solutions that will fit specific requirements, and communicate expectations back to customers

• Improve processes and workflows; participate in improving the services we provide to our platform customers, including but not limited to configuration, product and managed services improvements for the ZeroFox platform

• Contribute concise and informative product documentation for the user knowledge base

• Draw upon system architecture and its interrelated components to differentiate between common vs. critical system issues. Escalate to higher tiers of support accordingly

• Communicate system requests / issues / improvements / enhancements, translating them to our cross-functional team(s), if necessary, and following through with our customers

• Think creatively about ways to solve customer problems and increase the level of customer engagement over time

• Manage ZeroFox platform configurations

• Act as an escalation point for our team and customers

• Optimize configuration and support processes and ensure support quality

• Enable efficiency and customer insight via systems, automation and best practices

• Collaborate with management and cross-functionally with Sales, Product, and Professional Services teams

Benefits

• Competitive compensation
• Community-driven culture with employee events
• Generous time off 
• Best-in-class benefits
• Fun, modern workspace 
• Respectful and nourishing work environment, where every opinion is heard and everyone is encouraged to be an active part of the organizational culture