portal resources jobs companies g garrison junior customer success engineer - networking & infrastructure

Junior Customer Success Engineer - Networking & Infrastructure 🔥


Founded in 2014 in London, United Kingdom, Garrison has raised more than $50m to date from London investors including Dawn Capital, IP Group, NM Capital and BGF. Garrison's strengths lie in its experienced and dedicated teams, building on years of expertise in cyber security to bring genuinely game changing technology to the industry.



Garrison is working to build the future of cyber security and is already deploying at scale in both the government and commercial space. Our existing customers are large organisations averaging over fifty thousand employees each, across sectors incl. banking, insurance, media, telco, law and government.



2020 is shaping up to be our busiest and most productive year yet, with increasing demand, steady growth, and plenty of impactful projects taking place!



Our working culture

We are an exciting start-up with ground-breaking technology; a very serious mission to solve real world problems, with a positive and highly inclusive approach and an excellent work/life balance!



At Garrison we celebrate diversity and inclusion, and we're focused on continuously improving equality for the benefit of our employees, products and community. We recruit, develop and retain talent purely on the basis of qualifications, merit and business needs.



We are proud to be an equal opportunity employer and we take every possible step to ensure that every person employed or seeking employment with us receives fair treatment. No-one shall be disadvantaged on the grounds of age, disability, gender, ethnicity, religion or belief, sexual orientation, marital and parental status, neurodiversity, social background, physical ability, illness or otherwise.



Overview of the role

As a member of the Customer Success team at Garrison you will contribute to all aspects of customer success, through overseeing successful deployments of our ultra-secure solutions to client sites, as well as driving through a strong return on investment for our customers, representing Customer Success for the US.



Through best in class client liaison and support you will focus on turning every customer into an advocate of Garrison, encouraging successful word-of-mouth recommendation to support long-term growth for our business.



The successful candidate will be a sharp, technically literate, collaborative and commercially astute with the ability to articulately consult with technical and non-technical stakeholders both internally and externally at all levels, and be comfortable with occasional remote working and on-call support (out of hours).



In terms of a background you may well have come from a consulting network/infrastructure engineering role with some customer facing exposure, and ideally the plan to move into something more client-centric - we can offer you the opportunity and support required to transition into this type of role.



This role will involve frequent communications with the wider CS team in London, especially for the first 6-9 months to ensure you are properly trained up in all technical aspects of our products and properly embedded into the wider team.





Key responsibilities

  • Developing a detailed understanding of Garrison's products.
  • Being able to articulate Garrison's secure web browsing concept in simple terms.
  • Engaging with customer technical teams to help inform their High-Level Design (HLD) documentation.
  • Supporting customer technical teams to plan installation and deployment, converting HLDs into low level implementation plans.
  • Providing ongoing support to customers and helping manage associated ticket queues.
  • Root cause analysis on any issues before working with product engineers to plan a resolution.
  • Engaging with Garrison's engineering teams to discuss product improvements and roadmap items from a functional, usability and performance perspective.
  • Conceiving and helping create customer success material (documentation, training videos etc.)
  • Assisting the sales and marketing team at US industry events.
  • Being part of the 24x7 on-call remote support rota.
  • Visiting customer sites (which will include travel in the US and Canada).





Skills & Experience



You'll be perfect if you have a strong understanding of networking/telecommunications engineering (experience implementing, integrating and debugging networks using the technologies listed below):

  • internet technologies such as DNS, NTP, HTTPS, SSL certificates and cloud platforms
  • the supporting OSI stack - TCP/IP, Ethernet, routing and switching
  • enterprise security infrastructure, e.g. proxy and firewall technology, syslog platforms
  • security best practice



It would be super useful (but not essential) if you are-

  • A graduate with a degree related to Computer Science or Networking/Telecoms or Infrastructure Engineering.
  • Familiar with the current cyber threat landscape and the challenges faced by organizations in combating these threats. This should include knowledge about solutions and technologies commonly used by organizations to defend against cyber-attacks.



And we are delighted to have team members who show the following qualities-

  • Able to collaborate with team members to solve problems, with a logical and systematic approach.
  • Possess excellent interpersonal skills.
  • Self-motivated, adaptable, resilient, and enjoys prospecting challenges and delivering results.
  • Calm under pressure and able to maintain a diplomatic manner even when being challenged.
  • Able to communicate well, both verbally and in writing.

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