Apiiro

Support Engineer

• Serve as the primary technical contact for enterprise customers, owning issues from first report to resolution.
• Troubleshoot complex challenges across cloud environments, CI/CD pipelines, SCMs, APIs and integrations.
• Investigate and resolve issues in source control management (SCM) platforms such as GitHub, GitLab and Bitbucket.
• Work with Grafana dashboards and monitoring tools to diagnose system and integration problems.
• Partner with R&D to diagnose product issues, drive fixes and provide feedback for platform improvements.
• Provide clear, proactive communication with customers, managing expectations during high-impact issues.
• Share knowledge through documentation, runbooks and training sessions to empower customers and teammates.
• Advocate for customers internally, ensuring their needs influence product priorities and enhancements.

Technical Support Engineer

Customer Success Manager

• Own the customer onboarding journey, ensuring clear success criteria, timelines, and risk mitigation checkpoints.
• Drive adoption and operationalization by orchestrating integrations, delivering enablement sessions, and accelerating time-to-first-value.
• Lead customer programs strategically, including adoption cadences, executive reporting, risk registers, and milestone-based planning.
• Translate technical features into measurable business value, identify whitespace opportunities, and maximize platform adoption.
• Serve as a trusted voice of the customer to Product and Engineering teams, influencing roadmap and service improvements.
• Lead QBRs and EBRs, maintaining strong executive relationships and ensuring customer satisfaction.
• Facilitate kickoff sessions and enforce program management rigor across all accounts.
• Embed Apiiro into day-to-day workflows for engineering, DevOps, and security teams.
• Build value-driven use cases demonstrating risk reduction, compliance readiness, and developer velocity.
• Tune signal-to-noise ratio to maintain trust, including false positives, suppression, and deduplication.
• Orchestrate escalations across cross-functional teams in war rooms with minimal disruption.
• Maintain internal and customer-facing reusable assets.

Account Manager

• Deliver and exceed sales goals for specific and targeted partner accounts
• Know how to build a pipeline of new opportunities with targeted partners, from intro meeting set to discovery stages.
• Provide regular reporting of pipeline activity for meetings set and opportunities registered.. Understand how to forecast with a high degree of accuracy.
• Provide regular updates to management on status of existing partners, recruitment of new partners, et al.
• Organize and run channel training (sales and technical) and enablement to educate, motivate, and accelerate partner growth
• Analyze sales statistics to identify growth with resellers and consulting partners.
• Use the analysis to make recommendations on where to invest resources for optimal ROI. Own the plan and outcomes.
• Recommend and develop specific channel sales programs to drive new revenue.
• Implement and improve processes to optimize channel sales program effectiveness
• Deliver sales presentations to key partners and clients in coordination with partner representatives
• Work closely with our Direct sales team, SDRs, Marketing, Ops, and Product.

Technical Support Engineer

Customer Success Manager

Channel Account Manager

Technical Support Engineer