Jobs at Tana

Position Overview

• We are hiring Customer Success Engineers to join a global network security software company. You will help customers adopt and get value from software that manages network security policies, combining hands-on technical work with troubleshooting, training and customer guidance.
• This role suits candidates with foundations in networking, network security and Linux who enjoy solving technical problems and explaining solutions clearly. We welcome junior and mid-level candidates, including those who have developed relevant practical experience through internships and hands-on labs.

Responsibilities

• Help customers adopt and get value from the company's software through technical guidance, training, core use-case implementation and standard integrations.
• Review customer environments and improve product usage through process automation, security policy and environment optimisation, health checks, best-practice reviews and basic upgrades.
• Troubleshoot technical issues during initial adoption, working with Support and engineering teams to resolve problems and support continued usage.
• Track customer engagement, product adoption and service metrics to demonstrate value and progress towards customer goals.
• Document and share best practices, support project teams in preparing and presenting high-quality deliverables, and collaborate with sales, product and engineering teams to improve adoption, retention and opportunities for customers to gain further value.

Requirements

• 1-4 years of relevant experience in networking, security, IT operations or a technical customer-facing role. Internships and hands-on lab experience count.
• Foundational understanding of networking and internet technologies, including TCP/IP, routing, switching, NAT and VLANs.
• Foundational knowledge of network security technologies, such as firewalls or network segmentation tools.
• Practical experience using Linux systems and a strong willingness to learn.
• Comfort engaging with customers, with clear communication, presentation and interpersonal skills.
• Strong troubleshooting, analytical and problem-solving abilities.
• Strong organisational skills and attention to detail, with the ability to work independently and collaboratively in a fast-paced environment.

Nice to have:

• Previous customer-facing technical experience in support, consulting or IT operations.
• Scripting knowledge, particularly Bash or Python.
• Relevant networking or security certifications, such as CCNA, PCNSA, CCSA or cloud security certifications.
• Exposure to public or private cloud environments.
• SQL skills.
• Exposure to REST APIs.

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Position Overview

• We are hiring a Customer Success Engineering Team Lead to manage a technical customer success team at a global network security software company. The company helps organisations manage network access, make changes safely and check security policies across firewalls, cloud environments and other parts of their networks.
• You will lead and develop Customer Success Engineers, take accountability for technical delivery to customers and improve the team's services and ways of working. This role suits an experienced people manager with practical networking, enterprise firewall and Linux administration experience who enjoys helping technical teams deliver strong customer outcomes.

Responsibilities

• Take accountability for the successful technical delivery of technical account management activities.
• Manage and mentor Customer Success Engineers, ensuring consistent technical competency, adherence to company standards and customer satisfaction.
• Develop and improve customer success practices, services and other initiatives that strengthen delivery.
• Implement and continuously improve operational strategies, business plans, goals, core competencies and processes that support company objectives.
• Build collaborative relationships across Research and Development, Product Management, Professional Services, Support and other teams to deliver customer success activities and company priorities.
• Lead the team towards performance targets and Key Performance Indicators established by leadership.

Requirements

• 5+ years of professional experience working on complex IT projects in networking or network security.
• 3+ years of direct people management experience.
• Experience with networking devices, such as switches and routers, including virtual routing and software-defined networking.
• Hands-on administration/configuration experience with at least one enterprise firewall platform, such as Check Point, Fortinet, Palo Alto Networks, Cisco, Juniper or an equivalent platform.
• Experience as a technical consultant and/or in a customer-facing role.
• Hands-on Linux server administration skills.
• Strong leadership and decision-making skills, with the ability to motivate teams and drive results.
• Excellent customer-facing, interpersonal, written and verbal communication skills, including presentation and negotiation.
• Strong analytical thinking, collaboration, team building, conflict resolution, stakeholder management and risk management skills.
• Attention to detail, strong organisational skills and the ability to work well under pressure.

Nice to have

• Basic scripting or programming experience.