Customer Success Engineer

This is a fully remote position, open to applicants in Europe.

📋 Description

• Act as a reliable technical advisor and the main post-sale technical contact for clients.

• Collaborate with Customer Success Managers to comprehend customer objectives, success metrics, workflows, and technical settings.

• Assist customers throughout onboarding, implementation, integration, configuration, and product adoption processes.

• Offer proactive technical advice and best practices to enhance product utilization, value realization, and customer sophistication.

• Diagnose intricate technical issues and liaise with Support, Engineering, Product, and Customer Success teams for prompt resolution.

• Convert customer technical feedback and recurring challenges into actionable insights for the Product and Engineering teams.

• Develop and maintain technical success plans, solution documentation, implementation notes, and customer-facing technical guidance.

• Aid renewal and expansion initiatives by showcasing product value, overcoming adoption obstacles, and boosting customer confidence.

• Conduct technical training, workshops, enablement sessions, and product demonstrations.

• Identify technical risks and adoption impediments, addressing them proactively with customers.

• Assist customers in optimizing Cyolo solutions to achieve their desired business and security outcomes.

• Success metrics include customer satisfaction, effective onboarding, increased adoption, minimized technical obstacles, renewal assistance, internal visibility, and cross-functional collaboration.

• Cyolo offers a comprehensive Secure Connectivity Platform for critical infrastructure and operational technology, integrating remote privileged access and zero trust microsegmentation.

⛳️ Requirements

• Minimum of 3 years in Customer Success Engineering, Solutions Engineering, Implementation, Technical Support, Support Engineering, Technical Consulting, or a similar customer-facing technical role.

• Profound understanding of on-premises platforms, cloud technologies, APIs, IAM, operating systems, networking, and third-party software integrations.

• Strong troubleshooting abilities and capacity to analyze complex technical problems and guide them toward resolution.

• Capability to clearly articulate technical concepts and guide customers through actionable next steps.

• Exceptional communication, presentation, relationship-building, and stakeholder management skills.

• Experience in cross-functional collaboration with Product, Engineering, Support, Sales, and Customer Success teams.

• Robust organizational skills and the ability to juggle multiple customer priorities, technical tasks, and deadlines simultaneously.

• Capability to work independently, assume responsibility, and function effectively in a fast-paced environment.

• Excellent written and verbal communication skills in English.

• Nice to have: experience supporting enterprise or strategic clients in a B2B technology context.

• Nice to have: familiarity with Linux, operating systems, security principles, identity management, databases, networking, observability, and cloud service providers.

• Nice to have: experience with cybersecurity solutions or within a cybersecurity setting.

• Nice to have: experience in OT/IT environments or critical infrastructure.

• Nice to have: experience with remote access, Zero Trust, or identity and access management solutions.

• Nice to have: ability to identify adoption barriers, recommend solutions, and contribute to customer growth through technical discovery and value-focused consultation.

• Nice to have: experience within a SaaS company or a rapidly growing startup environment.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Opportunities for professional development and career advancement.

• Flexible working hours and remote work options.

• Comprehensive health and wellness benefits.

• A collaborative and innovative work environment.