Customer Success Engineer

🔥 3 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧑‍🔧 Technical Customer Success Manager

👻 Ghost score 12%

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Cyolo

WebsiteLinkedInAll Job Openings

51 - 200 employees

🔒 Cybersecurity

🏢 Enterprise

Cybersecurity • Enterprise

Cyolo is redefining SRA for OT with a hybrid Remote Privileged Access Solution (RPAM) that provides safe and secure remote access and operations, even in the most sensitive environments. The Cyolo PRO solution seamlessly integrates secure access, connectivity, and supervision through features such as VPN-less zero-trust access, MFA identity authentication, credentials vault, session recording, and more. This comprehensive suite ensures streamlined, secure remote access and facilitates compliance achievement, guaranteeing uptime, safety, and operational agility.

📋 Description

• Serve as a trusted technical advisor and primary post-sale technical contact for customers • Serve as a Tier 3 escalation engineer for complex technical issues • Partner with Customer Success Managers to understand customer goals, success criteria, workflows, and technical environments • Guide customers through onboarding, implementation, integration, configuration, and product adoption • Provide proactive technical recommendations and best practices to increase product usage, value realization, and customer maturity • Troubleshoot complex technical issues and coordinate with Support, Engineering, Product, and Customer Success teams toward timely resolution • Translate customer technical feedback and recurring issues into actionable insights for Product and Engineering • Create and maintain technical success plans, solution documentation, implementation notes, and customer-facing technical guidance • Support renewal and expansion efforts by demonstrating product value, resolving adoption barriers, and increasing customer confidence • Deliver technical training, workshops, enablement sessions, and product demonstrations • Identify technical risks and adoption blockers and proactively address them with customers • Help customers optimize Cyolo solutions and achieve desired business and security outcomes

🎯 Requirements

• 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 understanding of on-premises platforms, cloud technologies, APIs, IAM, operating systems, networking, and third-party software integrations • Strong troubleshooting skills and ability to analyze complex technical issues and drive them toward resolution • Ability to explain technical concepts clearly and guide customers through practical next steps • Excellent communication, presentation, relationship-building, and stakeholder management skills • Experience working cross-functionally with Product, Engineering, Support, Sales, and Customer Success teams • Strong organizational skills with ability to manage multiple customer priorities, technical tasks, and deadlines simultaneously • Ability to work independently, take ownership, and operate effectively in a fast-paced environment • Excellent written and verbal communication skills in English • Nice to have: experience supporting enterprise or strategic customers in a B2B technology environment • Nice to have: familiarity with Linux, operating systems, security principles, identity management, databases, networking, observability, and cloud providers • Nice to have: experience with cybersecurity products or in a cybersecurity environment • Nice to have: experience with OT/IT environments or critical infrastructure • Nice to have: experience with remote access, Zero Trust, or identity and access management solutions • Nice to have: ability to identify adoption blockers, recommend solutions, and contribute to customer growth through technical discovery and value-based consultation • Nice to have: experience in a SaaS company or high-growth startup environment

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