Senior Customer Success Engineer (f/m/x)

Overview

Senior Customer Success Engineer – Mondoo

Mondoo is creating security experiences that help companies protect their users and data from hackers worldwide. In this role you will collaborate closely with customers to understand their needs, drive adoption, retention, and satisfaction, and provide expert guidance on our security products.

Key Responsibilities

• Provide technical support to customers, resolving product issues in a timely and efficient manner.
• Assist in onboarding new customers, ensuring they understand how to use our products effectively.
• Offer expert advice and solutions to customers regarding the optimal use of our products and services.
• Gather and relay customer feedback to the product development team for continuous improvement.
• Develop and maintain comprehensive documentation, including user guides, FAQs, and technical support articles.
• Identify and document customer success stories, collaborating with marketing to share these stories through various channels.
• Act as an advocate for the customer within the company, ensuring their needs and concerns are addressed.
• Monitor and report on key performance metrics related to customer success and product usage.

Desired Qualifications

• 5+ years of experience in a technical support or customer success role within the security industry.
• Fluency in German and English.
• Proven track record of managing customer relationships and delivering excellent customer service.
• Experience with operating systems: Linux, Windows, macOS.
• Experience with cloud platforms: VMware, AWS, Azure, GCP, Kubernetes.
• Experience with DevOps tools: Ansible, Terraform, GitHub.
• Experience with CRM systems (e.g., Salesforce, Zendesk) and customer support tools.
• Strong knowledge of security principles, techniques, and technologies.
• Experience with security tools such as firewalls, IDS/IPS, SIEM, and vulnerability scanners.
• Familiarity with regulatory requirements and industry standards (e.g., ISO 27001, NIS2, BSI, GDPR).
• Comfortable with a Linux/Mac terminal.
• Strong analytical and problem‑solving skills.
• Preferred: Cloud security (e.g., AWS, Azure, GCP) and DevOps tools experience.

Interview Process

• Recruiter screen – 30 minutes.
• Hiring manager screen – 45 minutes (Google Meet with CSO, Patrick Münch).
• Interview loop – 45-minute Google Meet with Principal Customer Success Engineer, Adam Benesh; 30‑minute Google Meet with Head of Sales, Matthias Canisius.
• Assessment/presentation – 60 minutes with several team members (details provided later).
• Final call with Patrick.
• Offer.

Job Details

• Seniority level: Mid‑Senior level.
• Employment type: Full‑time.
• Job function: Management and Manufacturing.
• Industry: Computer and Network Security.