Customer Engineer

Location: Lagos
Employment Type: Full-time

Mission / Purpose of the Job

• The core purpose of the role is to own the full fulfilment lifecycle for mid-market and SMB customers from technical discovery through integration, onboarding, and initial ongoing success while supporting enterprise deployments.
• The single most important outcome the role is held to is Time to Governance Value (T2GV)- getting customers to their first measurable governance improvement within 15–30 days of go-live, not simply deploying the platform.
• This is not a traditional support or account management role.
• The customer engineers embed within customer organizations, drive measurable governance outcomes, and operate with the technical authority of a solutions architect and the customer obsession of a trusted advisor.

Technical Delivery & Integration:

• Configure and deploy the company’s platform modules (CPM, RPM, DSPM, Audit Center) within agreed timelines.
• Lead technical discovery sessions to understand customer cloud environments, identity infrastructure, and compliance obligations.
• Ensure go-live readiness across all relevant cloud platforms (AWS, Azure, GCP) for each customer environment.
• Diagnose and resolve integration failures independently, including REST API, webhook, and authentication issues.
• Execute integrations with identity providers (Okta, Azure AD), SIEM tools (Splunk, Microsoft Sentinel), and ITSM systems (Jira, ServiceNow).

Customer Engagement & Governance Enablement:

• Sequence platform delivery to create early commercial momentum- prioritizing what generates governance value fastest.
• Build embedded, trust-based relationships with customer stakeholders over the full engagement lifecycle.
• Conduct structured onboarding sessions and discovery workshops with Heads of Compliance, CISOs, and IT Managers.
• Translate technical findings into plain english governance insights for non-technical stakeholders.
• Monitor and maintain Customer Health Scores; proactively address risk signals before they escalate.

Quality, Knowledge & Collaboration:

• Document all mid-market and enterprise fulfilment cases within 30 days of go-live.
• Submit structured monthly product feedback to the Product team with specific, actionable observations.
• Escalate appropriately when customer issues exceed role scope; drive resolution without waiting for instruction.
• Work transparently with Sales, Product, and Engineering — sharing context, not just outputs.
• Create reusable delivery artefacts that benefit future customer engagements.

Decision-Making Authority:

• Authority to make real-time technical decisions during integration and onboarding without pre-approval, within platform and security boundaries.
• Input authority (not final decision) on product feedback, documentation standards, and delivery templates
• Full authority over day-to-day delivery sequencing, onboarding approach, and customer engagement priorities within an assigned account.
• Authority to determine escalation timing and path when issues exceed role scope.

Accountability:

• Accountable for the quality and completeness of fulfilment documentation submitted within 30 days of go-live.
• Accountable for the accuracy and timeliness of product feedback submissions.
• Directly accountable for T2GV, Fulfilment Cycle Time, SLA adherence, and Customer Health Scores on assigned accounts.
• Shared accountability (with Sales) for customer retention signals and expansion readiness.

Qualifications and Work Experience

• Interested candidates should possess a Bachelor's Degree
• Candidates must be able to troubleshoot integrations, work with cloud infrastructure, and demonstrate applied technical depth- not certification knowledge only.
• 3–5 years in Saas fulfilment, solutions architecture, professional services, or technical customer success.

Technical Depth:

• Experience with identity providers (Okta, Azure AD) or security tools (SIEM, EDR, CSPM) is strongly advantageous.
• Proficiency in at least one cloud platform (AWS, Azure, or GCP) and familiarity with API-based integrations.

Governance Knowledge:

• Familiarity with at least one compliance framework — ISO 27001, SOC 2, PCI-DSS, NDPR, or CBN RBF — or strong SaaS fulfilment experience with clear eagerness to develop GRC competence.
• Regulated industry experience preferred.

Essential Technical Knowledge:

• Security fundamentals: control types (preventive, detective, corrective), inherent vs. residual risk, risk appetite, risk scoring, data classification, least privilege and RBAC.
• API and integration: REST APIs, webhooks, data sync diagnosis, and authentication debugging — sufficient to troubleshoot broken integrations independently.
• Compliance frameworks: working knowledge of at least one of ISO 27001 (Annex A control mapping), PCI-DSS (SAQ types and scoping), SOC 2 Trust Service Criteria, CBN RBF, NDPR, or POPIA.
• Cloud platform proficiency: AWS (Config, CloudTrail, Security Hub), Azure (Defender, Blob Storage, Azure AD), GCP (Security Command Centre); hands-on console experience required.
• Identity provider integration: Okta, Azure AD, Active Directory; SSO, SCIM, and RBAC configuration at a working level.
• Security tooling: ability to ingest and interpret findings from SIEM platforms (Splunk, Microsoft Sentinel), vulnerability scanners, EDR, and CSPM tools.

Behavioural Attributes Competencies:

• Organizational Embeddedness- comfortable working within client organizations with ambiguous role boundaries; does not wait for a brief.
• Knowledge Scaling- documents as they go; creates reusable artefacts that benefit future engagements.
• Governance Outcome Obsession- measures success by business impact, not task completion; instinct is always the governance problem being solved.
• Startup Mentality- thrives in ambiguity; operates without a defined playbook; stays effective when requirements shift.
• Platform Leverage Discipline- thinks in systems; asks what the platform already does before proposing custom work.
• Collaboration- works transparently with Sales, Product, and Engineering; comfortable saying 'I do not know, but I will find out' and following through.
• Cross-Functional Ownership- takes initiative beyond immediate scope; considers who else is affected and drives resolution.
• Rapid Iteration Mindset- comfortable with imperfect early delivery; improves based on real feedback rather than waiting for perfect conditions.
• Technical + Business Bilingualism- moves fluently between technical and non-technical language in the same conversation.

Reporting Line:

• The Customer Engineer reports directly to the Head of Customer Engineering.