Customer Success Engineer (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 Customer Success Engineers to join a global network security software company. You will help customers adopt and get value from software that manages network security policies, combining hands-on technical work with troubleshooting, training and customer guidance.

This role suits candidates with foundations in networking, network security and Linux who enjoy solving technical problems and explaining solutions clearly. We welcome junior and mid-level candidates, including those who have developed relevant practical experience through internships and hands-on labs.

Responsibilities

• Help customers adopt and get value from the company's software through technical guidance, training, core use-case implementation and standard integrations.
• Review customer environments and improve product usage through process automation, security policy and environment optimisation, health checks, best-practice reviews and basic upgrades.
• Troubleshoot technical issues during initial adoption, working with Support and engineering teams to resolve problems and support continued usage.
• Track customer engagement, product adoption and service metrics to demonstrate value and progress towards customer goals.
• Document and share best practices, support project teams in preparing and presenting high-quality deliverables, and collaborate with sales, product and engineering teams to improve adoption, retention and opportunities for customers to gain further value.

Requirements

• 1-4 years of relevant experience in networking, security, IT operations or a technical customer-facing role. Internships and hands-on lab experience count.
• Foundational understanding of networking and internet technologies, including TCP/IP, routing, switching, NAT and VLANs.
• Foundational knowledge of network security technologies, such as firewalls or network segmentation tools.
• Practical experience using Linux systems and a strong willingness to learn.
• Comfort engaging with customers, with clear communication, presentation and interpersonal skills.
• Strong troubleshooting, analytical and problem-solving abilities.
• Strong organisational skills and attention to detail, with the ability to work independently and collaboratively in a fast-paced environment.

Nice to have:

• Previous customer-facing technical experience in support, consulting or IT operations.
• Scripting knowledge, particularly Bash or Python.
• Relevant networking or security certifications, such as CCNA, PCNSA, CCSA or cloud security certifications.
• Exposure to public or private cloud environments.
• SQL skills.
• Exposure to REST APIs.

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 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!