About the Role

Our senior developers work on Canary by turning product decisions into technical designs, and then into code. Alongside the existing senior developers, you'll share responsibility for setting technical standards and designs.

Our Canaries are appliances (hardware and virtual) with a stack that starts with Linux kernel modifications and ends in CSS, touching network code, service daemons in Python and C, more DNS than you can imagine, Flask, and the HTML/JS/CSS combo along the way. The management consoles have their own stack, and bring different challenges in terms of scale. We have custom network protocols and more. A great candidate might not know each of these levels, but isn't scared to learn.

Location

Remote OR Cape Town OR Johannesburg

Key Skills

We're primarily looking for flexibility and ingenuity. A developer who isn't too encumbered by strata. You'll be able to point to examples of challenges you've tackled in unexpected ways.

You'll notice we don't specify a language here, and that's because the right candidate will be familiar with several languages, and fluent in at least one. Python experience is beneficial, but we've been making increasing forays into Go.

Experience with code management, and development processes.

Contact

If shipping hardware, patching kernels, building DNS channels, or writing honeypots sounds like your cup of tea, get in touch.

Drop us a mail with your CV: hiring@thinkst.com!

About the Role

As a Security Support Engineer, you will provide essential technical support to our customers by not only answering queries but further offering guidance on deployments, integrations, and a kind of incident-response-lite. Your role will help us maintain our exceptional reputation for great customer service ^{[1] [2] [3] [4] [5] [6] [7]} and ensure that our users continue to benefit from Thinkst Canary's robust offering.

Key Responsibilities

• Provide comprehensive technical support to customers, addressing issues related to deployments, integrations, and incident response.
• Troubleshoot and resolve complex technical problems within customer environments.
• Communicate technical issues and solutions effectively to customers with varying levels of technical expertise.
• Deliver exceptional customer service, demonstrating empathy, patience, and professionalism in high-pressure situations.
• Maintain a detail-oriented approach to resolving technical issues, ensuring accuracy and completeness in all solutions.
• Collaborate effectively with team members to meet customer needs and contribute to a positive, supportive work environment.
• Expand on customer deployments by taking an advisory role, educating customers with every query.

Location

Worldwide

Key Skills

• Strong technical knowledge: Solid understanding of networking, firewalls, DNS, encryption, and cybersecurity principles.
• Problem-solving: Ability to analyze and solve complex problems efficiently.
• Communication: Excellent verbal and written communication skills to convey technical information to non-technical audiences.
• Customer service: Commitment to providing top-notch customer service in challenging situations.
• Attention to detail: Ability to analyze data and logs, and document troubleshooting steps and solutions.
• Teamwork: Ability to collaborate effectively with team members, learn from others and contribute to team learning.

Contact

Our passion for our products is matched only by our dedication to creating opportunities for our team members to grow and excel. If this excites you, really should join us!

Drop us a mail with your CV: hiring@thinkst.com! We look forward to hearing from you!

About the Role

It's your mission to ensure our customers are loved and spread the love - you need to be passionate about the product and the people.

Customers should see maximum value from our products and services, this is the primary goal of our CSM. On-board customers and assist with their product education and deployment process. Build a strong relationship with customers with regular check-ins, and handling incoming customer queries. Proactively and reactively monitor alerts and reach out to Customers if needed.

Key Responsibilities

Proactively monitor customer Canary alerts

• Be able to discern valuable alert information
• Reach out to customers regarding their alerts
  • Provide insight/ solutions (if known)

On-board new customers

• Run through a demo of the Canaries + Console
• Assist them in getting their first few Canaries deployed + online
• Answer any questions they may have

Ongoing relationship with your customers

• It's your mission to ensure that the customers get full use out of their Canaries
• Build strong relationships with them via:
  • Regular (but useful) check-ins
  • Note down feature requests or details that will help us better understand + serve them in the future

Help the CS team grow, together

• The CS team/ members cannot live in isolation and need to continually use + learn from each other
  • Contribute to the development of CS processes
    • Smarter + slicker processes is a win for customers + win for CS
    • Being comfortable with bouncing email wording off each other + listening in to recordings of other CS calls assist in making sure our voice is always consistent + we learn from each other
  • Document + update documentation
    • Great KB writeups ensure that you have answers (to customer questions) on hand, always.
    • If you've “seen this thing before”, proper documentation will help your fellow team member better assist their customer.

Help Thinkst grow, together

• The CS team is in a unique position - you have the inside scoop to customers:
  • What issues are they seeing?
  • Weird network rules?

Therefore, you need to continually provide feedback from customers and be able to spot (and backup) “product” wins that we should be considering.

Location

Worldwide

Key Skills

We have customers on all 7 continents. We are lucky enough to have customers in almost every industry: Governments, Education, Healthcare, Research, Space… that means, being a member of the CS team, you get to interact with 1-person security teams at local schools, to global chocolate makers and everyone in between. To be successful in our CS team, you need certain skills:

Flexible

• Our customers are spread around the world; that means you may need to jump on a call in a completely different time zone to you. (We have flexi-hours to support you in this)

Technical

• Our CS team are not just great people, they are smart too. We are a security product that deploys on your network.. therefore, having network experience is a must:
  • Concepts include: IP addressing, DNS, general network infrastructure and basic security concepts (don't have specific network stuff behind your belt, but smart and willing to learn? Good, show us in the tech-eval)

Meaningful Documenter

• Besides writing internal KBs for CS, if you are the go-to person for your customers, it means you also need to continually document your interactions with them. That includes calls, emails, slack messages…
• Know your way around a CRM (we use Zoho) & related ticket tracking systems (we use Zendesk)
• Ability to write to both a technical & non-technical audience.
  • Being able to give the “simple” version of a problem is a valuable skill and often indicates true understanding of a problem

Effective Communicator

• You will have to demo Canary; you will have to talk to customers (both over Zoom and email). Therefore, being able to communicate well, matters.

Live learning:

• Everyone says they “love learning”, but have no evidence to back this up. We strive to learn more, and be better. We burn the midnight oil not because we have to, but because we genuinely want to find a workable solution to the problem.
• New features are continually added to our Canaries, you not just need to know what they are, but you need to understand them + how your customers would use the features.

Contact

If you have the skills and experience listed above, please send your resume to hiring@thinkst.com - we'd love to chat.