Senior Customer Success Engineer

Role overview Own the technical experience of enterprise customers after they purchase an access governance platform, from implementation through ongoing adoption and issue resolution. You’ll work closely with customer success partners while staying hands-on with integrations, troubleshooting, technical documentation, and the processes that help customers and internal teams get problems resolved.

Responsibilities - Investigate complex customer issues from support tickets and shared channels, identify configuration problems or bugs, and provide engineering with clear reproductions when needed. - Track incidents through resolution and respond according to severity-based service targets. - Plan and lead technical implementations, including identity provider and single sign-on setup, user provisioning, cloud and application integrations, and configuration through APIs or infrastructure-as-code tools. - Help customers expand adoption across teams, applications, and resources through enablement sessions and office hours; share usage insights with customer success partners. - Create and improve customer-facing documentation, code examples, runbooks, troubleshooting guides, and implementation checklists. - Build support operations by defining severity levels, escalation paths, engineering handoffs, tools, and automation; share structured feedback and help validate fixes.

Requirements - At least five years in a customer-facing technical role, such as technical support, solutions engineering, technical account management, implementation, professional services, or customer success engineering. - Strong knowledge of identity and access management, including SSO, SAML, OIDC, OAuth, SCIM, identity providers, and enterprise access reviews. - Hands-on experience with at least one major cloud platform and with Terraform and Kubernetes. - Experience taking customers from implementation kickoff to go-live, including scoping work and managing risks and customer commitments. - Clear technical writing and customer communication, with the ability to stay composed when troubleshooting difficult issues. - Familiarity with a support or ticketing platform and interest in designing scalable support processes.

Nice to have - Experience in security or identity software and at an early-stage company; the role also suits someone motivated to work in a changing environment.