Customer Success Engineer (CSE)

Role overview Own the technical relationship with a portfolio of customer security teams, guiding each account from initial integration through ongoing operations. You’ll help customers configure and adopt security monitoring and response workflows, acting as their hands-on technical partner while coordinating with colleagues responsible for the commercial relationship.

Responsibilities - Lead onboarding against the agreed scope, establish escalation and paging paths, and track progress through activation. - Respond to technical questions in shared customer channels and support queues; investigate issues before escalating them. - Check that integrations are transmitting data and response policies are active, and identify expiring credentials, permission gaps, or changes in customer tooling. - Work with security engineers to test notifications, refine response policies and detections, reduce false escalations, and connect case information to customer ticketing workflows. - Explain investigation outcomes and help customers determine when to extend response actions, such as containment or isolation. - Maintain troubleshooting guidance and onboarding materials, share field observations with product and operations teams, and prepare technical input for customer reviews.

Requirements - At least four years in a customer-facing technical role, such as customer success engineering, technical account management, solutions engineering, or implementation. - Cybersecurity experience, ideally involving security operations, detection and response, managed security services, or SIEM and EDR tools. - Ability to independently discuss technical issues with customer security engineers and communicate findings clearly. - Practical scripting experience and working knowledge of APIs, SaaS integrations, log pipelines, and cloud architecture. - Skill in reading logs, tracing workflows, isolating root causes, and prioritizing work across multiple accounts. - Comfort working in a startup or high-growth environment where processes are still developing.

Nice to have - Experience running structured customer onboarding and creating customer-facing knowledge base content.

Benefits and work setup - Remote role based in the United States, with travel expected roughly once per quarter for customer visits, company events, or conferences.