Customer Success Engineer II

This is a fully remote position, open to applicants in District of Columbia, +2 more states.

📋 Description

• Act as the primary point of contact for customer inquiries via the Support Portal.

• Collect information, replicate issues when possible, and deliver Tier 1 troubleshooting assistance.

• Address Tier 2 issues when possible by utilizing product knowledge and recognized best practices.

• Forward complex or unresolved cases to Tier 3 with comprehensive documentation.

• Keep thorough records of customer interactions and solutions in Salesforce and Jira.

• Contribute to the development of FAQs, knowledge base articles, and training materials to enhance customer support.

• Assist Customer Success Managers with customer check-ins and various success initiatives.

• Track SLA commitments to guarantee prompt, high-quality responses.

⛳️ Requirements

• 2–4 years of experience in technical support, help desk, or customer success positions within a B2B setting.

• Excellent troubleshooting and problem-solving abilities with a keen eye for detail.

• Knowledge of SaaS products and ticketing/case management platforms (Salesforce, Jira).

• Strong written and verbal communication skills for both technical and non-technical audiences.

• Exceptional organizational skills with the capability to handle multiple tickets simultaneously.

• Eagerness to learn about cybersecurity, compliance, and enterprise SaaS solutions.

• A Bachelor’s degree in Computer Science, Information Systems, or a related discipline is preferred; equivalent practical experience will be taken into account.

• Relevant entry-level certifications (e.g., CompTIA A+, Network+, ITIL) or prior internship experience in technical support are considered advantageous.

🏝️ Benefits

• This position requires the candidate to be a US Citizen and is subject to background checks and unannounced drug testing.

• The role is fully remote with the option to work from our offices in Boston, Knoxville, or the DC area. Some travel for internal and customer meetings may be necessary.