Technical Consultants directly guide our customers throughout their product adoption journey, ensuring they achieve their security and network transformation goals.
* Deployment and Execution
* Implement SWG, CASB, ZTNA, DLP, and other SSE security solutions based on the Solution Architect's design.
* Configure security policies, user access controls, and enterprise integrations.
* Perform policy migration and optimization to ensure compliance and best practices.
* Conduct pilot testing, UAT, and final production rollout.
* Deliver technical training and enablement to customer teams to effectively manage the product.
* Customer Engagement & Support
* Provide ongoing technical guidance and troubleshooting support for complex issues.
* Lead best practice workshops and enablement sessions to upskill customer teams.
* Provide continuous education and coaching to customers on existing and new features to ensure they maximize the value of the solution.
* Provide context and help to the Support team to ensure that service requests are addressed and effectively communicated to the customer.
* Manage and escalate customer concerns internally when necessary.
* Customer Adoption & Expansion
* Act as the technical point of contact post-deployment, ensuring customers fully adopt, optimize, and expand their SSE solution.
* Monitor solution performance, adoption and provide proactive recommendations to improve efficiency, security, and compliance.
* Participate in business reviews and conduct technical health checks to track progress and address gaps.
* Identify opportunities for expansion by assessing additional use cases, security needs, and feature adoption.
* Assist with change management and internal advocacy within customer teams to drive long-term adoption.
* Collaborate with Customer Success Manager, Sales, and Product teams to align solutions with customer objectives
* Documentation, Knowledge Sharing and Continuous Improvement
* Document deployment procedures, configuration settings, and optimization strategies.
* Contribute to the internal knowledge base for Professional Services and TAM best practices.
* Mentor and coach other Technical Consultants and Technical Account Managers to enhance team expertise.
* Contribute to internal knowledge-sharing initiatives, training programs, and best practice discussions.
* Provide feedback on customer pain points and feature requests to Product and Engineering teams.
* Stay up to date with industry security trends, emerging threats, and SSE product advancements.
Documentation, Knowledge Sharing and Continuous Improvement
* Document deployment procedures, configuration settings, and optimization strategies.
* Contribute to the internal knowledge base for Professional Services and TAM best practices.
* Mentor and coach other Technical Consultants and Technical Account Managers to enhance team expertise.
* Contribute to internal knowledge-sharing initiatives, training programs, and best practice discussions.
* Provide feedback on customer pain points and feature requests to Product and Engineering teams.
* Stay up to date with industry security trends, emerging threats, and SSE product advancements.
General Background and Experience required for a Technical Consultant:
* 5+ years of experience in a customer-facing technical role (Technical Consultant, Solution Architect, Technical Account Manager, Sales Engineer, or similar).
* Strong background in network security, cloud security, and SSE/SASE solutions.
* Experience with firewalls, proxies, CASB, DLP, Zero Trust Network Access (ZTNA), and SWG (Secure Web Gateway).
* Proficiency in network protocols, authentication mechanisms, and security frameworks.
* Hands-on experience with cloud platforms such as AWS, Azure, or Google Cloud.
* Strong troubleshooting and problem-solving skills with a customer-first mindset.
* Excellent communication and presentation skills, with the ability to translate technical concepts for various audiences.
* Experience coaching and training customers to use technical products effectively.
* Ability to manage multiple accounts while prioritizing key customer needs.
It would be great if you also have the following, but they are not required:
* Industry certifications such as CCNA Security, Comptia security+, AWS/Azure Security, CCSK/CCSP or CISSP.
* Experience working with large enterprise customers and managing multi-region deployments.
* Experience working with PSA tools (Open Air, Financial Force etc.).
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