Open CSE position (#27869)

- Open CSE role on fleetdm.com

Author: Sampfluger88

handbook/company/go-to-market-groups.md

@@ -33,7 +33,7 @@ The goal of the 🦄 Unicorns group is to provide the best possible customer exp
 | Account Development Rep (ADR)     | [Drew Baker](https://www.linkedin.com/in/andrew-baker-51547179/) _([@Drew-P-drawers](https://github.com/Drew-P-drawers))_ <br> [Onasis Munro](https://www.linkedin.com/in/onasismunro/) _([@onasismunro](https://github.com/onasismunro))_
 | Customer Success DRI              | [Zay Hanlon](https://www.linkedin.com/in/zayhanlon/) _([@zayhanlon](https://github.com/zayhanlon))_
 | Customer Success Manager (CSM)    | [Jason Lewis](https://www.linkedin.com/in/jlewis0451/) _([@patagonia121](https://github.com/patagonia121))_ <br> [Michael Pinto](https://www.linkedin.com/in/michael-pinto-a06b4515a/) _([@pintomi1989](https://github.com/pintomi1989)_) <br> [Joshua Roskos](https://www.linkedin.com/in/jroskos/) _([@kc9wwh](https://github.com/kc9wwh))_
-| Customer Support Engineer (CSE)       | [Kathy Satterlee](https://www.linkedin.com/in/ksatter/) _([@ksatter](https://github.com/ksatter))_ <br> [Rebecca Cowart](https://www.linkedin.com/in/rebeccaui/) _([@rebeccaui](https://github.com/rebeccaui))_ <br> [Mason Buettner](https://www.linkedin.com/in/mason-buettner-b72959175/) _([@mason-buettner](https://github.com/mason-buettner))_ <br> Ben Edwards _([@edwardsb](https://github.com/edwardsb))_ 
+| Customer Support Engineer (CSE)       | [Kathy Satterlee](https://www.linkedin.com/in/ksatter/) _([@ksatter](https://github.com/ksatter))_ <br> [Mason Buettner](https://www.linkedin.com/in/mason-buettner-b72959175/) _([@mason-buettner](https://github.com/mason-buettner))_ <br> Ben Edwards _([@edwardsb](https://github.com/edwardsb))_ 
 
 > The [Slack channel](https://fleetdm.slack.com/archives/C08BTMFTUCR), [kanban release board](https://github.com/fleetdm/confidential/issues#workspaces/g-unicorns-67b0e98321bc780010a6e78e/board), and [GitHub label](https://github.com/fleetdm/confidential/labels/%23g-unicorns) for this GTM group is `#g-unicorns`.
 
@@ -47,7 +47,7 @@ The goal of the 🌐 Buy online group is to provide the best possible customer e
 | Revenue DRI                       | [Sam Pfluger](https://www.linkedin.com/in/sampfluger88/) _([@sampfluger88](https://github.com/sampfluger88))_
 | Pipeline DRI                      | [Mike Thomas](https://www.linkedin.com/in/mike-thomas-52277938) _([@mike-j-thomas](https://github.com/mike-j-thomas))_
 | Customer Success DRI              | [Kathy Satterlee](https://www.linkedin.com/in/ksatter/) _([@ksatter](https://github.com/ksatter))_
-| Customer Support Engineer (CSE)   | [Rebecca Cowart](https://www.linkedin.com/in/rebeccaui/) _([@rebeccaui](https://github.com/rebeccaui))_ <br> [Mason Buettner](https://www.linkedin.com/in/mason-buettner-b72959175/) _([@mason-buettner](https://github.com/mason-buettner))_ <br> [Kathy Satterlee](https://www.linkedin.com/in/ksatter/) _([@ksatter](https://github.com/ksatter))_
+| Customer Support Engineer (CSE)   |[Kathy Satterlee](https://www.linkedin.com/in/ksatter/) _([@ksatter](https://github.com/ksatter))_ <br> [Mason Buettner](https://www.linkedin.com/in/mason-buettner-b72959175/) _([@mason-buettner](https://github.com/mason-buettner))_
 
 > The [Slack channel](https://fleetdm.slack.com/archives/C08C7ML9QKX), [kanban release board](https://app.zenhub.com/workspaces/g-digital-experience-6451748b4eb15200131d4bab/board), and [GitHub label](https://github.com/fleetdm/fleet/labels/%23g-buy-online) for this GTM group is `#g-buy-online`.
 

handbook/company/open-positions.yml

@@ -39,6 +39,28 @@
       - 🟣 Openness: You are flexible and open to new ideas and ways of working.
       - ➕ Bonus: Cybersecurity or IT background.
       
+- jobTitle: 🚀 Customer Support Engineer
+  department: Sales
+  hiringManagerName: Zay Hanlon
+  hiringManagerGithubUsername: zayhanlon
+  hiringManagerLinkedInUrl: https://www.linkedin.com/in/zayhanlon/
+  responsibilities: |
+      - 🏋🏻 Leverage technical expertise to assist Customer Success and Engineering to refine Fleet's troubleshooting processes and ensure seamless access to documentation and the Fleet repo.
+      - 🚀 Deploy Fleet on your own in complex environments to gain firsthand insights into the customer experience and proactively identify areas for improvement. 
+      - ⏫ Work hand-in-hand with Customer Success by participating in calls with customers to discuss support issues, diagnose challenges, propose solutions, and drive long-term adoption.
+      - 🥇 Be the first line of defense in customer Slack channels for any reported problems, how-to questions, feature request intake, and bug report filling.
+      - 🎯 Strong attention to detail and can act as an encyclopedia of knowledge about how Fleet works - our customers represent a wide range of needs across many different use cases. Be adaptable to learning new things quickly and then share this knowledge with others.
+      - 💡 Excellent communication and collaboration skills, with the ability to work closely with customer success, engineering, and product teams.
+      - 👥 A customer-centric mindset, focusing on delivering value and a positive user experience.
+  experience: |
+      - 🦉 Experience: 2-3 years of work experience supporting Windows, Linux, and MacOS devices. Experience with AWS, SQL, Redis, Terraform, and osquery. 
+      - 💭 IT background, experience with device management solutions like Fleet, Intune, Jamf Pro, Workspace One, etc.
+      - 🛠️ Communication: You are outgoing, customer-facing, and enjoy problem-solving while assisting external stakeholders.
+      - 🟣 Openness: You are flexible and open to new ideas and ways of working.
+      - 💖 An excellent understanding of macOS, Windows, Linux and core services like Autopilot, ABM/ASM, MDM, ADE, APNs, syslog, etc.
+      - ✍️ Familiarity with SQLite, shell scripting, Python, Powershell, and using the terminal to execute commands or run scripts is a bonus. 
+      - 🧑‍🔬 Experience working with enterprise customers to help resolve complex technical issues.
+
 
 - jobTitle: 🌐 Account Development Representative 
   department: Digital Experience