Customer Success Engineer

United KingdomRemoteFull-timemid

Other

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Quick Summary

Requirements Summary

At least 3 years of experience in Customer Success Engineering, Solutions Engineering, Implementation, Technical Support, Support Engineering, Technical Consulting,

Technical Tools

Other

As a Customer Success Engineer, you will act as a trusted technical advisor, helping customers successfully deploy, adopt, and maximize the value of advanced cybersecurity solutions. You will guide customers throughout their post-sale journey, combining technical expertise, troubleshooting, and customer relationship management. Working closely with Customer Success Managers and cross-functional teams, you will ensure smooth implementations, integrations, and product adoption. You will help customers overcome technical challenges, optimize their environments, and achieve their business and security objectives. This role offers the opportunity to work with enterprise technology environments, including IT, OT, and critical infrastructure. You will also contribute to continuous product improvement by sharing customer insights and technical feedback with internal teams.

Act as a trusted technical advisor and primary post-sale technical contact, building strong relationships with customer stakeholders.
Collaborate with Customer Success Managers to understand customer objectives, success criteria, workflows, and technical environments.
Guide customers through onboarding, implementation, integration, configuration, and product adoption.
Provide proactive technical recommendations and best practices to improve product usage, customer maturity, and long-term value realization.
Troubleshoot complex technical issues and coordinate with Support, Engineering, Product, and Customer Success teams to ensure timely resolution.
Translate customer feedback, technical challenges, and recurring issues into actionable insights for Product and Engineering teams.
Develop and maintain technical success plans, solution documentation, implementation notes, and customer-facing technical resources.
Support customer renewals and expansion opportunities by demonstrating product value, addressing adoption barriers, and strengthening customer confidence.
Deliver technical training, workshops, enablement sessions, and product demonstrations to customer stakeholders.
Identify technical risks and adoption blockers, proactively developing solutions to ensure customers achieve their desired business and security outcomes.
Continuously help customers optimize their use of the platform while contributing to high satisfaction, retention, and long-term success.

Requirements

~1 min read

At least 3 years of experience in Customer Success Engineering, Solutions Engineering, Implementation, Technical Support, Support Engineering, Technical Consulting, or a related customer-facing technical role.
Strong technical understanding of on-premises platforms, cloud technologies, APIs, Identity and Access Management (IAM), operating systems, networking, and third-party software integrations.
Proven troubleshooting and analytical skills, with the ability to investigate complex technical issues and drive them toward resolution.
Ability to communicate technical concepts clearly and guide customers through practical solutions and next steps.
Excellent communication, presentation, relationship-building, and stakeholder management skills.
Experience collaborating cross-functionally with Product, Engineering, Support, Sales, and Customer Success teams.
Strong organizational and prioritization skills, with the ability to manage multiple customer accounts, technical tasks, and deadlines simultaneously.
Ability to work independently, demonstrate ownership, and thrive in a fast-paced environment.
Excellent written and verbal communication skills in English.

Nice to Have

~1 min read

Experience supporting enterprise or strategic customers in a B2B technology environment.
Familiarity with Linux, operating systems, cybersecurity principles, identity management, databases, networking, observability, and cloud providers.
Previous experience with cybersecurity products or within the cybersecurity industry.
Exposure to IT/OT environments or critical infrastructure.
Knowledge of remote access, Zero Trust architectures, or Identity and Access Management solutions.
Ability to identify adoption barriers, recommend technical improvements, and contribute to customer growth through technical discovery and value-based consulting.
Experience working in a SaaS company or high-growth startup environment.