Shanice W
Cyber Support Engineer | MS in Cybersecurity Engineering
- Role
- Customer Success Engineer at Darktrace
- Location
- Los Angeles, CA, US
- LinkedIn followers
- 500 followers
About Shanice W
Customer Success & Cybersecurity professional with 4 years of experience supporting mid-market and enterprise clients across Network Security, Email Security, IAM, Cloud Security, and Incident Response. Skilled in configuring syslog, optimizing deployments, and integrating full security stacks including EDR, SIEM, SOAR, and ticketing systems to improve visibility and threat detection.Proven track record of driving customer adoption, retention, and renewals, while delivering clear technical guidance that strengthens security posture and reduces operational friction. HighlightsClosed in Q2 and $300K+ in Q1; Director’s Club quota attainment (Q4 FY ’25)+ Top‑3 renewals performerStrong background in MEDDPICC, executive reviews, and value‑driven customer strategyCertifications: AWS Cloud Practitioner, Darktrace Email, Darktrace Cyber Engineer🧠 Core Skills SIEM | SOAR | EDR | NDR | IAM | Cloud Security | Threat Detection | Forensics | Incident Response | Syslog | Integrations | API | SOC Enablement | Deployment Optimization | Customer Success | Technical Support | Renewal Strategy | MEDDPICC | Executive Reporting | Operations Leadership | Workforce Coaching | Process Improvements | Documentation | Cross-Functional Collaboration | Security Awareness Training | SAP | Salesforce | Gainsight | M365 Suite
Experience
Customer Success Engineer
Jan 2025 — Present
Support stakeholders at all levels—analysts, engineers, managers, and C‑suite—delivering technical guidance, deployment recommendations, and strategic security insights.Serve as primary technical advisor for mid‑market and enterprise customers; align Network/Email Security, IAM, Cloud Security, NDR capabilities to business objectives and security architectures.Partner with Engineering/Product to relay field feedback and deployment challenges, shaping roadmap and support strategies.Resolve complex escalations with Support; drive root‑cause analysis, incident response coordination, and long‑term corrective actions.Map solutions to customer architectures to identify upsell paths and support renewals; contribute directly to revenue retention and expansion.Improve reliability, supportability, and customer experience by identifying recurring gaps and standardizing runbooks/playbooks.Strengthen posture through integrations with EDR, SIEM, SOAR, ticketing systems, and syslog to enrich visibility and alerting.
Education
California State University-Dominguez Hills
Bachelor of Arts - BA Computer Technology, Computer Technology/Computer Systems Technology/ Homeland Security
2007 — 2012
University of Southern California
Masters of Science, MS Cybersecurity Engineering , Computer and Information Systems Security/Information Assurance
2019 — 2021
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