Customer Success Engineer

Job Summary

Providing Tier 1 and Tier 2 technical support for customers, the full-time remote Customer Success Engineer II will troubleshoot issues, resolve tickets, and contribute to customer success initiatives while collaborating with Customer Success Managers.

Key responsibilities

• Serve as the first line of response for customer issues through the Support Portal
• Gather details, reproduce issues, and provide Tier 1 troubleshooting and Tier 2 issue resolution
• Maintain accurate records of customer interactions and contribute to knowledge base articles for improved customer enablement

Required qualifications

• 2-4 years of experience in technical support, help desk, or customer success roles in a B2B environment
• Familiarity with SaaS products and ticketing/case management systems (Salesforce, Jira)
• 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
• Curiosity and willingness to learn about cybersecurity, compliance, and enterprise SaaS