Customer Engineer at Ralds and Agate Limited

Ralds & Agate is a Business Management Consulting firm focused on providing People and Process related solutions to businesses, communities and organizations within and outside Africa. Our focus is on People and Processes. Developing the potential within our people. to improve business practices, unleash creativity and enhance industrial productivity.

We are recruiting to fill the position below:

Job Title: Customer Engineer

Location: Nigeria
Employment Type: Full-time

Mission / Purpose of the Job

• We are looking for a technically strong and customer-obsessed Customer Engineer to join our Customer Engineering team.
• In this role, you will own the full delivery lifecycle for mid-market and SMB customers - from technical discovery through integration, onboarding, and initial ongoing success, while also supporting enterprise deployments alongside Senior Customer Engineers.
• This is not a traditional support or account management role.
• Customer Engineers at our company embed within customer organisations, drive measurable governance outcomes, and operate with the technical authority of a solutions architect and the customer focus of a trusted advisor.

Job Responsibilities
Pre-Sales Technical Validation & Discovery:

• Lead technical discovery sessions with prospective customers to assess environment readiness and compliance maturity
• Map customer technical environments across cloud platforms (AWS, Azure, GCP), identityproviders, and security tools
• Design solution architecture tailored to each customer's primary governance gap
• Support RFP responses including security questionnaires, integration roadmaps, and SLAcommitments

Deployment & Technical Delivery:

• Own end-to-end deployment for mid-market and SMB accounts within defined timelines
• Execute integrations across platform modules covering Compliance Posture, Risk PostureDSPM, and Audit Center
• Run functional, business process, and user acceptance testing prior to go-live
• Provide intensive post-launch monitoring and rapid resolution of configuration issues

Onboarding & Enablement:

• Drive platform adoption across Security, Compliance, Risk, Legal, and IT functions within 60 days of go-live
• Deliver role-specific training to each stakeholder function
• Identify and cultivate internal champions to sustain long-term adoption
• Monitor platform usage and proactively re-engage low-adoption teams

Technical Support & Issue Resolution:

• Serve as the primary escalation point for customer technical issues
• Triage and resolve integration, data accuracy, and dashboard performance issues
• Escalate complex product defects to Engineering with full context and business impact framing
• Apply a reuse-first mindset: build repeatable assets that benefit future customer engagements
• Adhere to SLA targets: Critical <4 hours, High <24 hours, Medium <3 days, Low <7 days

Knowledge & Product Contribution:

• Submit structured monthly product feedback covering framework gaps, integration requests,and UX issues
• Document complex delivery engagements and contribute to shared runbooks and playbooks
• Apply a reuse-first mindset: build repeatable assets that benefit future customer engagements

Work Experience:

• 3–5 years in SaaS delivery, Solutions Architecture, Professional Services, or Technical Customer Success
• Hands-on experience troubleshooting integrations, working with APIs, and navigating cloud infrastructure (AWS, Azure, or GCP)
• Familiarity with at least one compliance framework: ISO 27001, SOC 2, or PCI-DSS - or strong SaaS delivery experience with clear eagerness to develop GRC knowledge
• Experience in regulated industries (banking, fintech, healthcare, or enterprise technology) is strongly preferred.

Knowledge:

• Working knowledge of ISO 27001, PCI-DSS, SOC 2, and ISO 22301
• Familiarity with regional regulations including NDPR, POPIA, GDPR, and CBN Risk-Based Framework
• Understanding of control types, control testing standards, and evidence requirements
• Understanding of inherent vs. residual risk, risk scoring, and risk appetite
• Familiarity with data classification, least privilege, RBAC, and data residency concepts
• Ability to interpret CSPM, SIEM, and vulnerability tool findings in the context of governance posture

Skills:

• Cloud platform integration (AWS, Azure, GCP)
• Identity and access management configuration (SSO, SCIM, RBAC)
• API troubleshooting (REST APIs, webhooks, authentication, data sync)
• ITSM integration (Jira, ServiceNow)
• Compliance framework mapping and control configuration
• Technical solution architecture design
• Stakeholder technical engagement and discovery facilitatio
• Issue triage, debugging, and escalation management
• Documentation of technical processes, runbooks, and delivery playbooks

Behavioral Attributes:

• Outcome-driven: instinct is always 'what governance problem are we solving?' not 'what feature am I configuring?'
• Learning agility: able to reach working proficiency in a new compliance framework or integration in days, not weeks
• Start-up mentality: operates effectively with incomplete information; proposes solutions, not just problems
• Collaboration: works transparently with Sales, Product, and Engineering; comfortable saying 'I don't know, but I'll find out'
• Organisation and resilience: manages multiple concurrent customer engagements without loss of quality or momentum
• Strong ownership and accountability across customer delivery lifecycle

Nice to Have:

• Hands-on experience with GRC or security platforms (e.g. OneTrust, Drata, Vanta, or similar)
• Exposure to enterprise risk management practices and boardlevel reporting
• Professional certifications: ISO 27001 Lead Implementer/Auditor, AWS/Azure Security, CISSP, CISA, or CISM
• Experience working with or within banks, fintechs, or healthcare organisations under regulatory obligations
• Familiarity with the CBN Risk-Based Supervisory Framework or other African regulatory regimes
• Prior experience contributing to internal knowledge bases, runbooks, or delivery playbooks.

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should send their CV to: recruitment@raldsandagate.com using the Job Title as the subject of the email.
And 
Click here to apply online