DarkOwl Product Engineer Remote · Full time

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DarkOwl is the industry’s leading provider of darknet data. We offer the world’s largest commercially available database of information continuously collected from the darknet, allowing our customers the ability to turn this data into a powerful tool to identify risk at scale and drive better decision making. Our platform tools allow users to parse and analyze the data for specific use cases, and our database is updated from tens of thousands of sites across multiple darknets every day.

DarkOwl is seeking a client-centric Product Engineer to serve as the technical liaison between our advanced SaaS platform and APIs and our global client base. This role combines technical expertise with exceptional communication skills to ensure clients successfully integrate and maximize the value of DarkOwl products.

You will be an integral part of the entire post-sale technical lifecycle, from onboarding new clients and assisting with API integrations to administrating our support ecosystem and ensuring long-term retention through proactive engagement.

The ideal candidate will also have a proven track record in mapping client needs and suggesting ways to increase product adoption and client education.

Key Responsibilities

• Client Onboarding & Training: Lead the initial onboarding and product adoption phase for new clients. Develop and deliver tailored training sessions and technical support sessions that ensure clients realize immediate and long-term value of DarkOwl products.
• Ticket Board Management: Own administration of product support queues.
• Technical Support: You will triage, troubleshoot, and resolve product support inquiries.
• Client Retention & Advocacy: Serve as the "Voice of the Customer" for our product and management teams, translating client pain points, feature requests and feedback into actionable product requirements.
• Cross-Functional Collaboration: Participate in cross-functional team planning and prioritization efforts that drive product development initiatives that lead to client retention and growth.

Qualifications

• Security-First Mindset: A highly motivated and adaptable professional who thrives in a fast-paced team environment and embraces evolving market and organizational needs typical of a startup environment.
• Exceptional Communication Skills. Strong verbal and written skills with the ability to explain complex concepts, such as darknet environments, to both technical and non-technical audiences.
• Technical Support Expertise: Proven experience administrating support boards and resolving ticket escalations with positive outcomes.
• API Proficiency: Understanding of API structures and authentication protocols, with hands on experience scripting in Python, Bash, or similar languages to help read, write, and debug code for API integrations.
• Client Relationship Management: Proven ability to develop and nurture client relationships to ensure a positive client journey throughout all stages of the client lifecycle.
• Subject Matter Expertise: Familiarity with cybersecurity, threat intelligence, and the Darknet/Deepweb landscape (preferred).
• Bachelor’s degree in computer science, Information Technology, or a related field.
• 3-5 years of professional experience in a technical support, technical account management, or product engineering role in a SaaS environment; with a focus on building long-term client relationships.

Location: This position is eligible for a hybrid work arrangement based in Denver, Colorado, or for fully remote work within the United States. Candidates must be authorized to work in the U.S.; international remote work is not available.