Role Description Do you have a reputation of being highly technical? Are your peers in awe of your Customer Service skills and troubleshooting skills? Do you have an innate passion for driving Customer Success through critical thinking and creative approaches? If so, then Blink’s Customer Service (CS) Technical Support team would like to talk to you! Hours are Sun-Sat with a combination of 4x10 or 5x8 schedules. Key job responsibilities - Providing prompt, efficient, detailed service by engaging directly with Blink’s customers via phone and email - Working with other customer support teams to ensure a consistent and high-quality level of support - Being a voice and advocate for our customers when something doesn’t feel right - Working with customers to understand how they use Blink’s products to resolve their issues and maximize their investments - Acting as an advocate for our customers by reporting and acting on observed areas for improvement - Actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience - Assisting with customer communication during Blink’s critical launches and support events - Working across the customer service spectrum to ensure a consistent and highest-quality level of support - Developing detailed knowledge about specific product lines and features - Driving projects that improve support-related processes - Supporting Blink Subscription service A day in the life: As a Technical Support Associate in the CS/Technical Support team, you’ll work on problems at a deep technical level not normally experienced in a typical consumer environment. You will support our Home Security product suite and help customers navigate their own home networking and mobile device configurations. In addition to solving issues for customers and partners, you’ll be a key player recommending product changes, documenting solutions, and automating log analysis. This position affords a lot of personal growth opportunity. About the team: Our mission is to provide peace of mind for homeowners while they are away from home using our wire-free, battery-operated smart home security cameras. Qualifications - 2+ years of customer service experience - Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays - Experience with Microsoft Office products and applications - Speak, write, and read fluently in French Requirements - Work rotating shift schedules and variable days off Benefits - Starting pay for this position is between 19.00 - 27.00 USD hourly, based on location - Starting Day 1 of employment, Amazon offers EAP, Mental Health Support, Medical Advice Line, 401(k) matching

Role Description We are seeking a highly motivated and customer-focused Technical Customer Success Manager (TCSM) to serve as a trusted advisor for our cyber security customers. This role combines deep technical expertise with strategic customer engagement, ensuring customers maximize the value of their security investments while achieving their business objectives. The ideal candidate possesses strong endpoint security knowledge, a startup mentality, exceptional problem-solving skills, and the ability to translate complex technical challenges into meaningful business outcomes. They are comfortable engaging with stakeholders ranging from security administrators to C-level executives and are passionate about driving customer success. Qualifications - 5+ years of experience in Customer Success, Technical Account Management, Security Engineering, Professional Services, or related customer-facing cyber security roles. - Strong hands-on knowledge of endpoint security technologies, including EDR/EPP platforms, antivirus and anti-malware solutions, and endpoint detection and response capabilities. - Familiarity with OS-diverse environments (Windows, macOS, Linux), VDI and remote workforce deployments, MDM/UEM integrations, and common endpoint attack scenarios including ransomware and supply chain threats. - Experience managing enterprise customer relationships. - Proven ability to communicate effectively with both technical and non-technical audiences. - Experience handling high-priority customer escalations and driving cross-functional resolution. - Strong written, verbal, and presentation skills. - Ability to analyze data and use customer insights to drive recommendations and business outcomes. - Familiarity with security frameworks such as NIST, CIS Controls, and Zero Trust. - Experience presenting to executive leadership, including CIOs, CISOs, and other C-suite stakeholders. - Demonstrated ability to thrive in a fast-paced, high-growth environment. Requirements - Serve as the primary post-sales technical advisor and trusted partner for assigned customers. - Develop strong relationships with customer stakeholders, including security teams, IT leadership, and executive sponsors. - Translate technical challenges and security risks into business-focused recommendations and outcomes. - Drive customer adoption, engagement, and long-term success through strategic account planning. - Lead customer success reviews, executive business reviews, and ongoing strategic discussions. - Provide expertise in endpoint security technologies, cyber security best practices, and security operations. - Own the customer onboarding experience post-sale, driving structured deployment plans that accelerate time-to-value. - Guide customers through deployments, integrations, configuration optimization, and adoption initiatives. - Analyze customer environments and provide data-driven recommendations to improve security posture and product utilization. - Design and deliver enablement programs tailored to customer security teams. - Leverage Check Point's threat intelligence capabilities to provide contextually relevant security guidance. - Maintain awareness of product roadmap developments and communicate upcoming capabilities to customers. - Collaborate with Support, Engineering, Product Management, and Sales to resolve complex customer issues. - Own and drive resolution of critical customer escalations from identification through closure. - Act as the customer advocate internally, ensuring timely communication and accountability across teams. - Proactively identify risks to customer satisfaction and develop mitigation plans. - Demonstrate strong analytical and problem-solving skills when navigating technical and business challenges. - Partner closely with Sales teams to support account growth, retention, and customer advocacy. - Own and report on key customer success metrics including Net Revenue Retention (NRR), product adoption rates, CSAT/NPS scores, and renewal forecasts. - Use customer health metrics, adoption data, and business insights to identify opportunities and risks. - Maintain executive-level relationships and effectively communicate value realization to business leaders. - Contribute to customer renewal and expansion strategies through technical and business guidance. Benefits - This position is published in multiple territories. - Your ability to work without sponsorship from an employer now or in the future is required for the country in which you apply. - EOE M/F/Veterans/Disabled.

• Support a portfolio of clients and manage the technical details of their implementation, onboarding, adoption and growth. • 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.

• Partner with the Customer Success organization to deliver a world-class, white-glove customer experience • Own the technical success of a portfolio of strategic customers, serving as a trusted advisor across onboarding, implementation, and adoption • Manage and resolve support requests from simple to highly complex, acting as the primary escalation point for high-impact customer issues • Proactively identify risks to customer health and drive mitigation plans to reduce time to value • Lead complex implementations from technical discovery through production rollout • Guide customers in deploying, troubleshooting, and optimizing integrations such as Cloud Connectors, Splunk, Jira, and ServiceNow • Translate customer business and security objectives into scalable technical solutions • Represent the customer perspective by identifying trends and sharing actionable feedback with Product and Engineering • Help define success metrics and feedback loops for new product launches • Mentor CSEs and contribute to evolving internal processes, runbooks, and support standards • Serve as a subject matter expert and escalation resource for complex technical challenges