Customer Success Engineer II

🔥 0 minutes ago

🏛️ District of Columbia, Massachusetts, +1 more states – Remote

🏛️ District of Columbia – Remote 🍂 Massachusetts – Remote 🎸 Tennessee – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

🧑‍🔧 Technical Customer Success Manager

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RegScale

WebsiteLinkedInAll Job Openings

11 - 50 employees

💰 $20M Series A on 2022-08

RegScale overcomes speed, timeliness, and cost effectiveness limitations in legacy GRC by bridging security, risk, and compliance through our Continuous Controls Monitoring platform.

📋 Description

• Serve as the first line of response for customer issues through the Support Portal. • Gather details, reproduce issues when possible, and provide Tier 1 troubleshooting. • Resolve Tier 2 issues when feasible by applying product knowledge and established best practices. • Escalate complex or unresolved cases to Tier 3 with complete documentation. • Maintain accurate records of customer interactions and resolutions in Salesforce and Jira. • Contribute to FAQs, knowledge base articles, and training content to improve customer enablement. • Support Customer Success Managers in customer check-ins and other success initiatives. • Monitor SLA commitments to ensure timely, high-quality responses.

🎯 Requirements

• 2–4 years of experience in technical support, help desk, or customer success roles in a B2B environment. • Strong troubleshooting and problem-solving skills with attention to detail. • Familiarity with SaaS products and ticketing/case management systems (Salesforce, Jira). • Clear written and verbal communication skills for both technical and non-technical users. • Strong organizational skills with the ability to manage multiple tickets at once. • Curiosity and willingness to learn about cybersecurity, compliance, and enterprise SaaS. • Bachelor’s degree in Computer Science, Information Systems, or a related field preferred; equivalent practical experience considered. • Relevant entry-level certifications (e.g., CompTIA A+, Network+, ITIL) or prior internship experience in technical support is considered a plus.

🏖️ Benefits

• This position must be a US Citizen and is subject to a background check and unannounced drug testing requirements. • The position is fully remote with an option of being based in our Boston, Knoxville, or DC area offices. Minimal travel for internal and customer meetings may be required.