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Remote - Australia

Threat Engagement & Customer Success Manager (Japanese) - Secureworks - Australia Remote

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About us

Secureworks® (NASDAQ: SCWX) is a global cybersecurity leader that protects customer progress with Secureworks® Taegis™, a cloud-native security analytics platform built on 20+ years of real-world threat intelligence and research, improving customers’ ability to detect advanced threats, streamline and collaborate on investigations, and automate the right actions.

www.secureworks.com

We enjoy competitive compensation and benefits packages, and reward and recognize our employees for exceptional results. A constant focus on continued learning and growth keeps our team members engaged and excited about “what’s next.” We offer flexible work options when available, and emphasize the importance of work-life balance. We know that when our people are rewarded, recognized, and rejuvenated, we win as a team.  

Our People:

As we serve a global customer base and our mission is to secure human progress, the security expertise is essential to our business, that’s why we seek out the industry’s passionate and brightest minds to assess and understand the sense of urgency of the threat and to apply that research and experience across our operations, enhancing the security posture of the organizations that we are protecting.

“For us, mission really matters. So, if you want to work somewhere where you know that what you’re doing is making the world a safer place and if you want to be a part of the team of heroes that save those organizations, or frankly, prevent those cyberattacks from happening in the first place, I think the interest in this as a career path really starts to get a little more exciting” - CEO, Wendy K. Thomas

Role Overview:

We are looking for a Threat Engagement and Customer Success Manager that is a core component of the Secureworks® Taegis™ ManagedXDR service and his mission is to collaborate with our customers to ensure they fully benefit and understand the value of our service through periodic reviews of their security posture and to provide guidance and recommendations on how to defend against potential threats in their environment.

You will:

  • Participate in the customer onboarding process to understand the customer environment and how it applies to our services during the onboarding process
  • Collaborate with customers to learn about established security controls within their environment and the value they will add to security event analysis within the Secureworks® platform
  • Periodically meet with the customer to provide security guidance to develop and deliver strategic recommendations that will help improve their security posture
  • Assist the customer in tuning recommendations to tailor services to their needs 
  • Research, evaluate, and stay current on emerging tools, techniques, and technologies
  • Building and nurturing long-term relationships with customers to solidify our commitment and partnership to their success.
  • Develop an in-depth understanding of customer success criteria, initiatives, and use cases that support short- and long-term business goals of each customer based on their unique use cases.
  • Provide continuous customer education on the Secureworks product portfolio including new products, features, and enhancements.
  • Monitor the customer’s progress towards achieving their KPI’s.
  • Collaborate with cross-functional teams to synthesize customer feedback and offer informed opinions on potential solutions and enhancements.

What you need:

  • 4~5+ years of relevant experience or equivalent combination of education and work experience (bachelor’s degree or similar in Computer Science, Network Security, Information Security or another applicable field)
  • Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention.
  • Experience working in a SaaS environment.
  • Solid understanding of technical concepts to provide high-level guidance with implementation and solutions.
  • Strong communication skills to be able to deliver presentations in Japanese and English (remote and in person) to large groups for metrics, analysis, threat landscape, observations/recommendations
  • Experience with and strong understanding of:
    • Performing both endpoint and network-based investigations
    • Reviewing logs to identify evidence of past intrusions and the scope and breadth of attacks
    • Malware, exploit kit functionality, operating system and application exploits
    • Lateral movement, living-off-the-land and persistence establishment mechanisms
    • Threat hunting methodologies and detection of anomalous system activity
    • Incident response and incident handling processes

Skills and Abilities

  • Showcase a bias for action and demonstrate a passion for technology.
  • Ability to work in a fast-paced multidisciplinary environment, prioritizing efforts and managing customer expectations.
  • Ability to reconcile different points of view in meetings and summarize results concisely.
  • Familiarity with a CSM tool like Hubspot/Totango/Gainsight a plus.

Certifications

  • Industry certification from vendors: ISC2, GIAC, EC-Council, Cisco, Juniper, CompTIA, ITIL, Unix, Microsoft, Oracle, etc. (eg: CISSP, GCIA, GWAPT, GCIH, GCFA/GCFE, GREM, OSCP/OSCE, eLearn THP or similar certification preferred)

Language

  • English/Japanese - Strong verbal and written skills

Why work with us?

SecureWorks®, a Dell Technologies company, is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at SecureWorks® are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. SecureWorks® will not tolerate discrimination or harassment based on any of these characteristics.

Job ID: R204721

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Why Work Here

Global Benefits

  • Comprehensive Healthcare Programs

  • Award Winning Financial Wellness Tools and Resources

  • Generous Leave of Absence for New Parents and Caregivers

  • Industry Leading Wellness Platform

  • Employee Assistance Program

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