• Own the technical success of customers from onboarding through long-term usage • Set up technical onboarding, including: Integrations, Data imports and configuration, Initial data validation and quality checks • Work closely with Customer Success and Product teams to ensure smooth customer activation • Troubleshoot customer issues such as: Data configuration problems, Integration errors • Work with the Product team to resolve bugs • Improve internal backend and data workflows to make Customer Success and customer operations more efficient • Act as the technical bridge between customers, Customer Success, and Product

• Ensure customers are maximizing their return on investment by rapidly implementing and operationalizing SASE solutions to achieve their business and security goals objectives • Assist customers in implementing SASE solutions and fully integrate these into their security and networking operations • Be the first line of defense in proactively addressing customer needs for technical assistance, and coordinating and prioritizing timely resolutions with engineering teams • Serve as a customer advocate in influencing the product roadmap and improvements • Coach customers on how to establish and manage their Cloud Security Change Management / Governance / Center of Excellence program • Identify risks to the customer achieving their stated business goals and work with the account Team to build a risk mitigation plan or escalate as needed • Develop a comprehensive understanding of typical business challenges faced by customers and common objectives to appropriately map features and associated business benefits to address their needs • Be a Go-To customer expert on SASE security solutions and become a Subject Matter expert over time

• Work with users to identify best practices to implement their ML workflows • Run point on customer implementation, triaging bug reports, and day-to-day relationship management with users through channels like Slack, email, and weekly meetings • Generate training material and onboarding sessions and deliver them to users • Work with our product team to influence the roadmap and be the voice of the user within the organization • Contribute ML-specific features to our product, FiftyOne

• Provide high-quality technical support and consultation through Zendesk tickets and customer calls. • Handling complex and urgent customer situations, including incident response and escalations. • In-depth debugging that requires close examination of logs, analysis of customer codebases, and collaboration with engineering teams. • Providing architectural guidance to customers on WordPress implementations. • Building and updating internal and customer-facing documentation. • Contributing to the continuous improvement of our platform, processes, and customer experience.