Customer Success Engineer

Role overview Provide senior technical expertise for complex customer issues across an enterprise identity and access security portfolio. This pooled role supports customer success managers and engineers, taking temporary assignments for high-impact escalations, coordinating investigations across teams, and helping strengthen the wider team’s technical capabilities.

Responsibilities - Act as the senior escalation point for complex, high-severity, or multi-product technical issues. - Lead root-cause investigations and coordinate with engineering, product, and support teams through resolution, sharing clear findings. - Advise customer success managers on enterprise architecture, integrations, and product optimization; join customer discussions when senior technical support is needed. - Coach other customer success engineers on troubleshooting, product knowledge, and customer engagement. - Create and maintain technical guides, runbooks, and best practices that help teams resolve recurring issues independently. - Identify patterns in escalations, recommend product or process improvements, and contribute to beta programs and team metrics.

Requirements - At least seven years in a senior, customer-facing technical role such as solutions engineering, technical leadership, or senior support. - A STEM-focused bachelor’s degree or equivalent experience. - Deep cybersecurity experience in identity and access management, including privileged access management concepts, architectures, and competing solutions. - Track record leading complex cross-functional technical work independently and mentoring technical colleagues. - Experience with enterprise environments that include Active Directory, AWS, Azure or Google Cloud, SIEM/SOAR integrations, and identity governance. - Strong written and verbal communication, with the ability to explain technical issues to both executives and nontechnical audiences.

Nice to have - An advanced degree or certifications such as CISSP, CCSP, or Security+.

Benefits and work setup The listing mentions salary and bonus, healthcare, retirement matching, life insurance, employee assistance, paid time off, and company holidays. The position is pooled and temporary by issue; it does not include billable implementations, custom development, or long-term customer assignments.