Senior Customer Success Engineer

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

📋 Description

• Act as the primary technical support lead for enterprise clients.

• Analyze tier 2/3 tickets and Slack queries, pinpoint bugs and misconfigurations, provide reproductions to the engineering team, and ensure resolution is achieved through to completion.

• Promote technical adoption throughout teams, applications, and resources.

• Conduct enablement sessions and office hours while identifying configuration or usage challenges and opportunities.

• Oversee technical customer implementations from the kickoff phase to the go-live stage.

• Develop integration plans and set up identity providers, SSO, SCIM provisioning, cloud and application integrations, Terraform, and APIs.

• Contribute to public documentation, sample code, runbooks, and troubleshooting guides.

• Transform recurring issues into documentation or product enhancements.

• Establish support and implementation procedures, including severity levels, escalation routes, engineering transitions, implementation checklists, and tools.

• Automate repetitive support and implementation tasks.

• Record and prioritize bugs, provide structured customer feedback to the product and engineering teams, and test fixes with clients.

⛳️ Requirements

• Over 5 years of experience in a customer-facing technical role.

• Background as a technical support engineer, solutions engineer, technical account manager, implementation or professional services consultant, or customer success engineer.

• Preferably experience in security or identity SaaS.

• Familiarity with SSO, SAML, OIDC, OAuth, SCIM provisioning, Okta or Entra ID, and enterprise access management and audits.

• Practical experience with AWS, Azure, or GCP.

• Hands-on experience with Terraform and Kubernetes.

• Proven ability to guide customers from kickoff to go-live, manage project scopes, and mitigate implementation risks alongside customer teams.

• Strong technical writing abilities and effective customer communication skills.

• Proficient with Zendesk, Linear, Jira, or other ticketing/support systems.

• Experience in creating severity levels, runbooks, and playbooks.

• Experience working at a Series A-C company or a willingness to thrive in an early-stage environment.

🏝️ Benefits

• Equity.

• Remote work arrangement.