We are looking for a Customer Onboarding Engineer to work with the technical onboarding of new customers onto our cybersecurity products.
This role sits at the intersection of engineering, cybersecurity, customer success, and technical support. The successful candidate will be responsible for guiding customers through the engineering and technical implementation process, ensuring that our products are correctly configured, securely deployed, and successfully integrated into the customer’s environment.
The ideal candidate has a strong understanding of cybersecurity concepts, customer-facing technical experience, and the ability to translate customer requirements into clear implementation steps. This role is well suited for someone with experience in cybersecurity solutions, technical onboarding, solutions engineering, implementation engineering, or security operations.
Key Responsibilities:
- Customer Onboarding & Implementation
- Own the technical onboarding process for new customers from kickoff through successful go-live.
- Gather technical requirements from customers and understand their security, infrastructure, and operational context.
- Configure customer environments, product settings, integrations, users, permissions, policies, and workflows.
- Guide customers through required implementation steps, prerequisites, connectivity requirements, and deployment options.
- Coordinate onboarding timelines with customer success, sales, support, product, and engineering teams.
- Validate that customer deployments are working as expected before handover to ongoing support or customer success.
- Create and maintain onboarding checklists, implementation plans, and customer-specific technical documentation.
- Identify onboarding risks early and drive them to resolution.
- Client-Facing Technical Communication
- Lead technical onboarding calls and implementation workshops with customer stakeholders.
- Communicate clearly with security teams, IT teams, engineers, SOC analysts, and business stakeholders.
- Explain technical requirements, configuration decisions, and product behavior in practical cybersecurity terms.
- Provide customers with clear guidance on next steps, responsibilities, dependencies, and expected outcomes.
- Manage technical expectations during onboarding and escalate blockers appropriately.
- Produce concise meeting notes, action items, implementation summaries, and handover documentation.
- Build trust with customers by being structured, responsive, and technically credible.
- Internal Collaboration & Process Improvement
- Work closely with engineering and product teams to resolve onboarding blockers and improve implementation workflows.
- Provide feedback from customer onboarding projects to improve product usability, documentation, automation, and configuration defaults.
- Collaborate with customer success and support teams to ensure a smooth transition after onboarding.
- Help build repeatable onboarding playbooks, templates, runbooks, and technical enablement material.
- Track common onboarding issues and contribute to process improvements that reduce time-to-value.
- Support internal knowledge sharing around customer environments, integration patterns, and cybersecurity use cases.
Requirements
- Bachelor's degree in Computer Science, Information Technology, Cybersecurity, or related field.
- 2–5+ years of experience in customer onboarding, implementation engineering, solutions engineering, technical support, security operations, DevOps, or a similar technical role.
- Solid understanding of cybersecurity concepts, terminology, and workflows.
- Experience working with cybersecurity products or security-focused SaaS platforms, like SIEM or SOAR platforms.
- Ability to configure technical systems, integrations, user permissions, policies, and product settings.
- Familiarity with common security tools and concepts such as SIEM, SOC workflows, IAM, EDR/XDR, vulnerability management, threat intelligence, alerting, and incident response.
- Understanding of networking fundamentals, including DNS, HTTP/S, APIs, firewalls, proxies, VPNs, IP allowlisting, and certificates.
- Experience troubleshooting technical issues involving authentication, permissions, connectivity, data ingestion, or APIs.
- Comfortable working directly with customers in technical meetings.
- Strong written and verbal communication skills.
- Ability to document implementation steps, decisions, risks, and handover notes clearly.
- Strong ownership, attention to detail, and ability to manage multiple onboarding projects at the same time.
Nice to Have
- Experience in a cybersecurity vendor, MSSP, SOC, SaaS, or enterprise security environment. .
- Familiarity with cloud platforms such as AWS, Azure, or Google Cloud.
- Experience with identity providers and authentication methods such as SSO, SAML, OAuth, OIDC, SCIM, MFA, and RBAC.
- Understanding of compliance and security frameworks such as ISO 27001, SOC 2, NIST, CIS Controls, GDPR, or MITRE ATT&CK.
- Experience creating customer-facing technical documentation, onboarding guides, or implementation playbooks.
- Familiarity with ticketing and collaboration tools such as Jira, Linear, Zendesk, HubSpot, Salesforce, Confluence, or Notion.
- Certifications such as Security+, CySA+, SSCP, CCNA, AWS/Azure fundamentals, or similar.
Benefits
- Competitive remuneration package adjusted to proven skills and experience;
- Excellent working conditions;
- Exposure to training and professional development capabilities, including the ability to engage in cutting-edge research;
- Exposure to international clients and collaborators.