Customer Success Engineering Team Lead (Network Security)

About us

At Tana, we believe that your skills and your character define you, not where in the world you were born. We empower brilliant young people in Africa to start meaningful careers by training them for tech and data roles, and embedding them into full-time, remote positions with companies across North America and Europe. We're a rapidly growing start-up headquartered in Nairobi, Kenya, with a vision to change the world of work.

Position Overview

We are hiring a Customer Success Engineering Team Lead to manage a technical customer success team at a global network security software company. The company helps organisations manage network access, make changes safely and check security policies across firewalls, cloud environments and other parts of their networks.

You will lead and develop Customer Success Engineers, take accountability for technical delivery to customers and improve the team's services and ways of working. This role suits an experienced people manager with practical networking, enterprise firewall and Linux administration experience who enjoys helping technical teams deliver strong customer outcomes.

Responsibilities

• Take accountability for the successful technical delivery of technical account management activities.
• Manage and mentor Customer Success Engineers, ensuring consistent technical competency, adherence to company standards and customer satisfaction.
• Develop and improve customer success practices, services and other initiatives that strengthen delivery.
• Implement and continuously improve operational strategies, business plans, goals, core competencies and processes that support company objectives.
• Build collaborative relationships across Research and Development, Product Management, Professional Services, Support and other teams to deliver customer success activities and company priorities.
• Lead the team towards performance targets and Key Performance Indicators established by leadership.

Requirements

• 5+ years of professional experience working on complex IT projects in networking or network security.
• 3+ years of direct people management experience.
• Experience with networking devices, such as switches and routers, including virtual routing and software-defined networking.
• Hands-on administration/configuration experience with at least one enterprise firewall platform, such as Check Point, Fortinet, Palo Alto Networks, Cisco, Juniper or an equivalent platform.
• Experience as a technical consultant and/or in a customer-facing role.
• Hands-on Linux server administration skills.
• Strong leadership and decision-making skills, with the ability to motivate teams and drive results.
• Excellent customer-facing, interpersonal, written and verbal communication skills, including presentation and negotiation.
• Strong analytical thinking, collaboration, team building, conflict resolution, stakeholder management and risk management skills.
• Attention to detail, strong organisational skills and the ability to work well under pressure.

Nice to have

• Basic scripting or programming experience.

Location: Remote (based in Kenya)

Working Hours: 3:00 PM – 12:00 midnight EAT

Contracting: If selected, you will be hired by Tana and embedded full-time with the client.

Before you apply: Please set aside 20–25minutes to complete your application, including short written responses and four brief video answers. Have your CV ready and choose a quiet place where you can record. The application cannot be saved as a draft, so please complete and submit it in one sitting.

Please ensure you can work 3:00 PM–12:00 midnight EAT before applying.

How to apply: Please apply through this application link. We look forward to getting to know you!