Customer Success Engineering Team Lead (Network Security)

About the role

Tana, a Nairobi-based start-up that trains young people in Africa for tech and data roles and embeds them in full-time remote positions with companies in North America and Europe, is hiring a Customer Success Engineering Team Lead. You will lead and develop Customer Success Engineers at a global network security software company that helps organisations manage network access, make changes safely and check security policies across firewalls, cloud environments and other parts of their networks. The role suits an experienced people manager with practical networking, enterprise firewall and Linux administration experience.

Key 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 R&D, Product Management, Professional Services, Support and other teams.
• Lead the team towards performance targets and KPIs set by leadership.

Required profile

• 5+ years of professional experience on complex IT projects in networking or network security.
• 3+ years of direct people management experience.
• Experience as a technical consultant and/or in a customer-facing role.
• Nice to have: basic scripting or programming experience.

Required skills

• Networking devices such as switches and routers, including virtual routing and software-defined networking.
• Hands-on administration and configuration of at least one enterprise firewall platform (e.g. Check Point, Fortinet, Palo Alto Networks, Cisco, Juniper).
• Hands-on Linux server administration.
• Strong leadership, communication, analytical thinking, stakeholder management and risk management skills.

The position is remote, based in Kenya, with working hours of 3:00 PM to midnight EAT. Selected candidates are hired by Tana and embedded full-time with the client.