Senior Customer Success Engineer

Accountabilities:

Lead technical customer support: Act as the primary technical escalation point for enterprise customers, managing Tier 2 and Tier 3 issues, investigating bugs and configuration problems, coordinating with engineering, and maintaining ownership until resolution while meeting severity-based response targets.
Drive technical adoption and enablement: Help customers expand platform usage across teams, applications, and resources. Deliver enablement sessions and office hours, identify usage patterns and configuration risks, and share insights with customer success stakeholders.
Manage end-to-end implementations: Lead technical kickoffs, define integration strategies, and guide customers from initial setup to production go-live, including identity provider configuration, single sign-on (SSO), SCIM provisioning, cloud integrations, application connectivity, and Terraform or API-based configuration.
Develop technical resources: Create and maintain customer-facing documentation, sample code, troubleshooting guides, runbooks, and implementation resources. Transform recurring support issues into reusable knowledge and opportunities for product improvements.
Build scalable support processes: Establish severity frameworks, escalation procedures, engineering handoffs, and implementation checklists. Select and configure support tools while automating repetitive workflows to improve efficiency and consistency.
Collaborate with product and engineering: Document and prioritize bugs, communicate structured customer feedback, coordinate technical investigations, and validate fixes with customers to improve product reliability and usability.
Strengthen cross-functional collaboration: Partner with strategic customer success stakeholders to align technical execution with customer goals, support long-term adoption, and ensure a consistent enterprise customer experience.
Requirements:
Relevant professional experience: At least 5 years in a customer-facing technical role, such as Customer Success Engineer, Technical Support Engineer, Solutions Engineer, Technical Account Manager, Implementation Consultant, or Professional Services Consultant. Experience with security or identity SaaS products is highly desirable.
Identity and access management expertise: Strong knowledge of SSO, SAML, OIDC, OAuth, SCIM provisioning, and enterprise identity providers such as Okta or Microsoft Entra ID. Familiarity with enterprise access governance and access review processes is particularly important.
Cloud and infrastructure skills: Hands-on experience with at least one major cloud platform, such as AWS, Microsoft Azure, or Google Cloud Platform, alongside practical knowledge of Terraform and Kubernetes.
Implementation leadership: Demonstrated ability to manage customer implementations from kickoff through go-live, including technical scoping, integration planning, risk management, stakeholder coordination, and customer enablement.
Strong communication skills: Excellent written and verbal communication, with the ability to produce clear technical documentation, actionable bug reports, and effective customer updates. You can remain calm, empathetic, and precise when handling complex or high-pressure customer situations.
Support operations experience: Familiarity with ticketing and support platforms such as Zendesk, Linear, or Jira. You are comfortable designing escalation workflows, severity levels, runbooks, and repeatable implementation processes rather than simply following existing procedures.
Adaptability and ownership: A proactive, resourceful mindset and the ability to create structure in a rapidly evolving environment. Experience at a Series A–C startup is a plus, but the essential requirement is a genuine interest in early-stage environments and building processes from the ground up.
Customer-first approach: A strong sense of accountability, analytical problem-solving skills, and a commitment to helping customers succeed through reliable technical solutions and continuous improvement.
Benefits:
Competitive compensation: Annual salary range of $120,000–$200,000, depending on experience, qualifications, and other relevant factors.
Equity opportunities: Equity compensation, offering the potential to share in the company's long-term growth.
Remote flexibility: A remote position offering the opportunity to work from the United States.
Full-time opportunity: A full-time role with meaningful ownership over enterprise customer outcomes and technical operations.
Professional impact: The opportunity to shape implementation and support processes, influence product development, and contribute to a growing identity governance platform.
Cross-functional collaboration: Work closely with customer success, product, and engineering teams while developing expertise in enterprise security, identity management, and cloud infrastructure.