Customer Success Engineer – Europe

This is a fully remote position, open to applicants in United Kingdom, +2 more countries.

📋 Description

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

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

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

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

• Diagnose complex technical challenges and coordinate with Support, Engineering, Product, and Customer Success teams for resolution.

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

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

• Facilitate renewal and expansion efforts 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 obstacles, proactively addressing them with customers.

• Assist customers in optimizing their use of Cyolo’s Secure Connectivity Platform to achieve both business and security objectives.

• Evaluate success through customer satisfaction, effective onboarding, increased adoption, minimized technical barriers, renewal support, internal visibility, and cross-functional collaboration.

⛳️ Requirements

• A minimum of 3 years of experience in Customer Success Engineering, Solutions Engineering, Implementation, Technical Support, Support Engineering, Technical Consulting, or a similar customer-facing technical position.

• Solid 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 issues and guide them toward resolution.

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

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

• Experience collaborating cross-functionally with Product, Engineering, Support, Sales, and Customer Success teams.

• Strong organizational skills with the ability to manage multiple customer priorities, technical tasks, and deadlines concurrently.

• Capacity to work independently, take initiative, and perform effectively in a fast-paced environment.

• Excellent written and verbal communication skills in English.

• Experience supporting enterprise or strategic customers in a B2B technology setting.

• Familiarity with Linux, operating systems, security principles, identity management, databases, networking, observability, and cloud service providers.

• Experience with cybersecurity products or in a cybersecurity environment.

• Experience with OT / IT environments or critical infrastructure.

• Experience with remote access, Zero Trust, or identity and access management solutions.

• Ability to identify adoption barriers, suggest solutions, and contribute to customer growth through technical discovery and value-based consultation.

• Experience working in a SaaS company or a high-growth startup environment.

🏝️ Benefits

• Remote work opportunities within Europe.

• Chance to work with a cybersecurity firm dedicated to securing critical infrastructure and operational technology.

• Cross-functional collaboration with Customer Success, Support, Product, Engineering, and Sales teams.