This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description At Granicus, our Technical Support organization is at the core of our Customer Experience Services, providing expert technical and customer care support to ensure our clients can successfully leverage our technology solutions. We are passionate about troubleshooting, problem-solving, and addressing customer needs, ensuring they receive the highest level of service and value from our products. Our environment fosters continuous learning, technical excellence, and collaboration, enabling team members to grow their expertise and advance their careers within Granicus. As a Technical Support Specialist, you bring advanced expertise across multiple solutions and products, with elevated access and tools that enable you to go beyond standard support activities. You play a critical role in the implementation and delivery of value-added services that contribute to the improvement, optimization, and evolution of complex systems already deployed. Your work extends into strategic and managed services, supporting new product launches, high-priority escalations, and enhanced government experience initiatives. You partner closely with cross-functional teams—including Product, Engineering, and Customer Success—not only to prioritize product enhancements and fixes based on real-world impact, but also to help customers fully leverage the services and solutions they’ve invested in. By delivering proactive, solution-oriented outcomes, you drive long-term customer success, accelerate time to value, and contribute to continuous platform improvement. Qualifications - 3+ years in a technical support, help desk, or similar role (or Master of Science in a related field or equivalent experience). - Experience with enterprise SaaS or web-hosted software and infrastructure troubleshooting. - Proficient in analyzing issues across relational databases (MSSQL, Oracle, MySQL, PostgreSQL), networks, firewalls, and front-end web components. - Proven track record providing support via phone, email, chat, and ticketing systems, meeting SLAs and maintaining high customer satisfaction. - Familiarity with languages like JavaScript, PHP, C#. Basic scripting knowledge is a plus. - Understanding of internet protocols, networking tools, firewalls, and cloud-hosting services (AWS, Azure, etc.). - Basic understanding of APIs & agile SDLC. - Committed to safeguarding data according to established security policies and best practices. Requirements - Own escalations from the Technical Support Reps team, applying deep product and technical expertise to resolve issues with minimal further escalation to Engineering. - Perform thorough diagnostics, replicating complex environments and documenting findings for root-cause analysis. - Deliver consistent, high-quality assistance across phone, email, chat, and ticketing platforms, remaining available for time-sensitive or advanced inquiries. - Collaborate with leadership to ensure comprehensive queue coverage and adherence to SLAs, proactively communicating any potential bottlenecks or high-severity incidents. - Track and prioritize your case backlog, balancing urgency with impact on customer success and compliance. - Identify recurring technical issues or trends, propose process/product enhancements, and follow through on implementation where appropriate. - Guide Tier 1 representatives and new hires by teaching advanced troubleshooting methods and best practices. - Contribute to knowledge base articles, documentation, and training materials, enabling quicker, more consistent resolutions across the team. - Work closely with Engineering on escalated bugs or feature requests, providing clear reproduction steps, logs, and root-cause details. - Uphold Granicus’s information security standards by preserving the Confidentiality, Integrity, and Availability (CIA) of customer data and systems. - Investigate and resolve customer complaints with minimal need for management intervention. - Participate in after-hours or weekend rotations as needed, providing advanced troubleshooting expertise for critical escalations. Benefits - Remote-first company with a globally distributed workforce. - Employee Resource Groups to encourage diverse voices. - Coffee with Mark sessions for interaction with leadership. - Communities focused on wellness, art, family, and more.

WHO WE ARE Come join the company reinventing data security, empowering businesses to realize the full potential of their data. As the leading data security platform purpose-built for the cloud era, Cyera’s mission is to reinvent how businesses secure data, enable agile collaboration, and boldly pursue new business opportunities. Trusted by security teams at leading global businesses, our team is proving that data security is the next big thing in cyber. Backed by the world’s leading investors and working with a large and growing list of Fortune 1000 companies, we are looking for world-class talent to join us as we usher in the new era of data security. THE OPPORTUNITY We are searching for a highly skilled Associate Customer Success Engineer to play a key role in optimizing our customers' utilization and return on investment in Cyera. This position offers an exciting chance to join a thriving organization and contribute to the forefront of data security, making a significant impact on the protection of data for numerous global enterprises. As part of this role, you can expect to travel between 25-50% annually, enabling you to engage directly with clients and enhance their overall experience. RESPONSIBILITIES: As an Associate Customer Success Engineer, you will play a crucial role in ensuring customer satisfaction and success by: - Serving as the primary technical expert on the Cyera Platform, demonstrating in-depth knowledge and expertise. - Establishing yourself as a trusted advisor to customers at all levels, from practitioners to executives. - Driving customer adoption through effective onboarding and training processes. - Gaining a deep understanding of customers' requirements, challenges, and desired business outcomes, and then designing and delivering customized use cases that align with their goals using a consultative approach. - Proactively ensuring that customers are realizing the full value of their investment and maximizing their return on investment by consistently driving sustained adoption of Cyera's platform. You will act as the leader for ongoing engagement and expansion, helping customers achieve their business and technology objectives. - Proactively identifying and resolving any obstacles or blockers that may impede customer success, collaborating with peers to address them promptly. - Advocating for the customer's voice and feedback, actively influencing Cyera's roadmap and product development. - Utilizing self-paced training resources to support customer education and promote knowledge growth throughout their journey. - Troubleshooting and resolving technical issues impacting customers, ensuring smooth operation and seamless experiences. - Monitoring and reporting on the overall well-being of customers, tracking key health and usage indicators. - Collaborating with customers to develop joint success plans. - Documenting and sharing best practices both internally and externally to foster knowledge sharing and continuous improvement. - Conducting Quarterly Business Reviews with customers, evaluating progress, and identifying areas for further improvement and collaboration. Requirements REQUIRED QUALIFICATIONS: - Associate’s degree or equivalent experience required. Bachelor’s degree in Computer Science or similar experience a plus - Strong project management skills, enabling you to effectively plan, organize, and execute multiple projects simultaneously while maintaining a strong attention to detail - A self-starter who thrives in an ambiguous, fast-paced, and deadline-oriented startup environment. - A results-oriented mindset, with a proven track record of driving revenue growth, ensuring customer satisfaction, promoting feature adoption, and maximizing customer retention. - Proficiency in SQL and scripting languages (e.g., Python or equivalent) - Familiarity with APIs and web services - A self-motivated, proactive, and innovative team player who consistently strives to inspire customer loyalty. - Excellent interpersonal and customer relations skills, particularly when it comes to building and nurturing strategic relationships. - A clear and concise verbal and written communicator, capable of conveying complex information effectively. - Proficiency in leading both executive meetings and technical workshops, demonstrating confidence and expertise. - Ability to work autonomously, tackling even the most intricate challenges, and successfully completing tasks that may lack comprehensive documentation. They will actively participate in projects aligned with their current skill set, seeking assistance primarily for more complex initiatives or issues. COMPENSATION INFORMATION: Compensation Range: $100,000 -$120,000. The range represents total compensation, and may include company bonus, incentive for sales roles, equity or benefits, as applicable. This compensation range represents Cyera’s good faith and reasonable estimate of the range of possible compensation for this role at the time of posting, and Cyera may ultimately pay more or less than the posted range. The final salary for this position will be determined in Cyera’s sole discretion, consistent with applicable law, and based on a variety of factors, including but not limited to the employee’s work experience, skills, and qualifications for the role, as well as the needs of Cyera’s business and other operational considerations. Final compensation will vary based on seniority and relevance of experience, location, and position requirements. This role may be eligible for potential merit increases based on factors such as individual or company performance, time in role, and other discretionary factors. BENEFITS - Why Cyera? - Ability to work remotely, with office setup reimbursement - Competitive salary - Unlimited PTO - Paid holidays and sick time - Health, vision, and dental insurance Location Requirements null

WHO WE ARE Come join the company reinventing data security, empowering businesses to realize the full potential of their data. As the leading data security platform purpose-built for the cloud era, Cyera’s mission is to reinvent how businesses secure data, enable agile collaboration, and boldly pursue new business opportunities. Trusted by security teams at leading global businesses, our team is proving that data security is the next big thing in cyber. Backed by the world’s leading investors and working with a large and growing list of Fortune 1000 companies, we are looking for world-class talent to join us as we usher in the new era of data security. THE OPPORTUNITY We are searching for a highly skilled Customer Success Engineer to play a key role in optimizing our customers' utilization and return on investment in Cyera. This position offers an exciting chance to join a thriving organization and contribute to the forefront of data security, making a significant impact on the protection of data for numerous global enterprises. As part of this role, you can expect to travel between 25-50% annually, enabling you to engage directly with clients and enhance their overall experience. RESPONSIBILITIES As a Customer Success Engineer, you will play a crucial role in ensuring customer satisfaction and success by: - Serving as the primary technical expert on the Cyera Platform, demonstrating in-depth knowledge and expertise. - Establishing yourself as a trusted advisor to customers at all levels, from practitioners to executives. - Driving customer adoption through effective onboarding and training processes. - Gaining a deep understanding of customers' requirements, challenges, and desired business outcomes, and then designing and delivering customized use cases that align with their goals using a consultative approach. - Proactively ensuring that customers are realizing the full value of their investment and maximizing their return on investment by consistently driving sustained adoption of Cyera's platform. You will act as the leader for ongoing engagement and expansion, helping customers achieve their business and technology objectives. - Proactively identifying and resolving any obstacles or blockers that may impede customer success, collaborating with peers to address them promptly. - Advocating for the customer's voice and feedback, actively influencing Cyera's roadmap and product development. - Utilizing self-paced training resources to support customer education and promote knowledge growth throughout their journey. - Troubleshooting and resolving technical issues impacting customers, ensuring smooth operation and seamless experiences. - Monitoring and reporting on the overall well-being of customers, tracking key health and usage indicators. - Collaborating with customers to develop joint success plans. - Documenting and sharing best practices both internally and externally to foster knowledge sharing and continuous improvement. - Mentoring other team members, sharing your expertise and assisting in their professional development. - Participating in the interview process to help identify and onboard talented individuals to the team. - Conducting Quarterly Business Reviews with customers, evaluating progress, and identifying areas for further improvement and collaboration. Requirements REQUIRED QUALIFICATIONS: - Associates degree or equivalent experience required. Bachelor’s degree in Computer Science or similar experience a plus. - 12 years experience in Strong project management skills, enabling you to effectively plan, organize, and execute multiple projects simultaneously while maintaining a strong attention to detail - A self-starter who thrives in an ambiguous, fast-paced, and deadline-oriented startup environment. - A results-oriented mindset, with a proven track record of driving revenue growth, ensuring customer satisfaction, promoting feature adoption, and maximizing customer retention. - Prior experience collaborating with Development teams. - Proficiency in SQL, scripting languages (e.g., Python or equivalent), and hands-on experience with cloud environments. - 3+ years of hands-on experience with data technologies and cloud technologies, including databases, cloud infrastructure and basic administration (e.g., cloud networking, data and compute assets, IAM and permissions, etc,) - Experience with programming or scripting languages and familiarity with APIs and web services - Demonstrated expertise in DLP (Data Loss Prevention), Data Privacy/Protection, DSPM/CSPM (Cloud Security Posture Management), SIEM (Security Information and Event Management), or vulnerability management with hands-on experience preferred. - Prior experience working in a software company in a technical customer-facing role is essential. - Demonstrated track record of owning customer relationships, including onboarding, renewal, and expansion. - A self-motivated, proactive, and innovative team player who consistently strives to inspire customer loyalty. - Excellent interpersonal and customer relations skills, particularly when it comes to building and nurturing strategic relationships. - A clear and concise verbal and written communicator, capable of conveying complex information effectively. - Proficiency in leading both executive meetings and technical workshops, demonstrating confidence and expertise. - Ability to work autonomously, tackling even the most intricate challenges, and successfully completing tasks that may lack comprehensive documentation. They will actively participate in projects aligned with their current skill set, seeking assistance primarily for more complex initiatives or issues.  COMPENSATION INFORMATION: Compensation Range: $220,000-$240,000. The range represents total compensation, and may include company bonus, incentive for sales roles, equity or benefits, as applicable. This compensation range represents Cyera’s good faith and reasonable estimate of the range of possible compensation for this role at the time of posting, and Cyera may ultimately pay more or less than the posted range. The final salary for this position will be determined in Cyera’s sole discretion, consistent with applicable law, and based on a variety of factors, including but not limited to the employee’s work experience, skills, and qualifications for the role, as well as the needs of Cyera’s business and other operational considerations. Final compensation will vary based on seniority and relevance of experience, location, and position requirements. This role may be eligible for potential merit increases based on factors such as individual or company performance, time in role, and other discretionary factors. BENEFITS - Why Cyera? - Ability to work remotely, with office setup reimbursement - Competitive salary - Unlimited PTO - Paid holidays and sick time - Health, vision, and dental insurance - Life, short and long-term disability insurance Location Requirements null

😎 Our Culture Quantum Metric's number one objective is happy people, diverse and inclusive culture. We’re passionate about empowering our people to become the best version of themselves, offering coaching and training programs designed to accelerate their career in whatever direction they choose. As a remote-first company, we understand the importance of building an engaged, diverse, and fun place to work. We hold regular company-wide events, seasonal challenges, and Quantum Metric sponsored local outings when Zoom becomes too much. We also have a number of Employee Resource Groups that provide spaces to discuss, share, and reflect on topics that impact us both inside and outside of work - from being new to SaaS or navigating it as a first-time parent, to overcoming the barriers faced as Black, Hispanic, Asian American and Native Hawaiian/Pacific Islander, LGBTQIA or other underrepresented backgrounds. We are also passionate about the connections we build with our customers. You’ll not only work with some of the world’s most recognized brands, but build lasting relationships. At Quantum Metric we value all types of experience and education and don’t expect you to meet every qualification for this position. We are most interested in the unique perspective you can bring and your ability to uphold our values of passion, persistence, and integrity. 🚀 About the Role As a Senior Customer Success Engineer at Quantum Metric, you will help to support a portfolio of clients and manage the technical details of their implementation, onboarding, adoption and growth. You will understand the obstacles faced by your clients, guide them to define meaningful requirements, and create innovative solutions to ensure they are successful in achieving their goals. 🔧 Responsibilities - Adapt quickly to changing priorities and capable of operating in an ever-changing work environment. - Architect: Equip stakeholders with the capabilities to effectively execute their digital strategy. Understand your client’s objectives, define their implementation plan, and configure the Quantum Metric platform to satisfy their requirements. - Engineer: Develop custom JavaScript functions to capture data analytics and satisfy complex use cases. Configure alerts, dashboards, and reports to give clients real-time visibility to the performance of their digital platforms. 💡 Requirements - 5+ years of experience developing, implementing, or managing digital solutions. - Experience in Professional Services, Customer Success, Sales Engineering, Solutions Consulting, or other client-facing roles is preferred - Experience with web technologies, analytics, front-end development, and best practices for UX/UI - Development experience with HTML, CSS, and JavaScript. Experience with React, Angular, Vue, or native mobile is a plus - Must exhibit proficiency in JavaScript development. - Hands-on experience with digital analytics solutions such as Adobe Analytics, Adobe Target, Google Analytics, Optimizely, or Tealeaf - Expert knowledge of browser developer tools to test scripts & diagnose issues - Familiarity with the page load lifecycle & techniques for performance optimization - Strong project & time management skills. Must be able to multi-task while simultaneously juggling the needs of multiple clients - Able to adapt quickly to changing priorities and capable of operating in an ambiguous environment. - Excellent verbal and written communication skills with exemplary presentation skills. - Socially capable and be able to connect with a diverse audience: senior leaders, middle managers, and individual contributors, both technical and non-technical - 10% travel - Compensation: $120,000 - 150,000 base | bonus eligible 🏆 Perks and Benefits This will be the best group that you ever work with! We support one another through obstacles and succeed as a team. Your hard work will be well rewarded. Most importantly, you'll be strapped to a technology rocket ship bound for greatness! Your success at Quantum Metric will be a milestone in your career. Group benefits Medical, Dental, Vision Insurance (99% Medical base plan paid by the Company) FSA, DCFSA, and HSA accounts Employee Assistance Programs (EAP) Telehealth options Voluntary Life & AD&D, STD, LTD, Critical Illness and Accident Wellness Perks - discounts on a top-rated fitness app and Healthy Rewards program. Discounts on Pet Insurance 401k (with employer match) and Options / Equity 13 company holidays Unlimited Paid Time Off Sick leave Parental/Adoption Leave In addition to our more traditional benefits, we also offer great perks, a flexible work environment, and numerous resources for professional development and team building. Promotional opportunities Rewards and recognition programs Robust onboarding and training program One-time stipend for work-at-home employees Monthly business expense stipend Flexible work environments Employee Discount Program (Perks at Work) Employee Referral Program Lead Referral Program MacBook and awesome swag delivered to your door Encouraging and collaborative culture RECHARGE PROGRAM (after 3 years, disconnect for 3 weeks, no email/slack) 🐉 About Quantum Metric As a leader in digital analytics, Quantum Metric helps organizations put customers at the heart of everything they do. Providing a simplified approach to monitor, diagnose and optimize the digital journeys that matter most, the Quantum Metric platform offers in-depth customer understanding, quantified and tied to core business objectives. Today, Quantum Metric captures insights from 50 percent of the world’s internet users, supporting nationally recognized brands in ecommerce and retail, travel, financial services and telecommunications. Quantum Metric has been named to the Inc 5000 and the Deloitte 500 for the last six-consecutive years, and has made the Best Places to Work lists by Glassdoor, BuiltIn, Fast Company and Forbes. If the above role seems like a match and you’re interested in joining a team of people with exceptional potential from diverse backgrounds, perspectives, and life experiences, we want to hear from you! The job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Quantum Metric reserves the right to change, edit, and add duties and responsibilities of all job descriptions at any time, at its sole discretion, and to notify the respective employee accordingly. Quantum Metric will only provide offers of employment and all communications regarding employment from an official @quantummetric.com email address and/or LinkedIn inMail. Quantum does not recruit via channels such as WhatsApp or Telegram, and will not ask for a candidate’s sensitive information and/or any upfront fees/costs during the job application process. Quantum asks that any candidates report any suspicious recruitment efforts to security@quantummetric.com. Quantum Metric is an E-Verify employer: https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf Applicant Privacy Policy: https://www.quantummetric.com/legal/applicant-privacy-policy/ #LI-REMOTE #BI-Remote