Customer Success Engineer
Core
Senior technical escalation point and subject matter expert for complex, high-impact identity security and PAM issues, providing strategic advisory and mentorship to the Customer Success team.
Role type
Senior IC Customer Success Engineer (Technical Escalation & Advisory)
Builds
Scalable processes, tooling, and knowledge assets for the Customer Success organization
Domain
Cybersecurity, Identity and Access Management (IAM), Privileged Access Management (PAM)
Deliverable
client delivery
Required skills
Root-cause analysis, cross-functional coordination, strategic technical advisory, mentoring, documentation development, pattern recognition, enterprise environment expertise
Preferred skills
Advanced degree, CISSP/CCSP/Security+ certifications, SIEM/SOAR integration knowledge
Technologies
Active Directory, AWS, Azure, GCP, SIEM, SOAR
Responsibilities
Serve as top-tier technical escalation point for complex multi-product issues, lead root-cause analysis for persistent challenges, provide strategic technical advisory for enterprise accounts, mentor and coach CSE peers, develop technical knowledge base content, identify patterns to recommend product improvements, engage directly with customers at senior technical level, collaborate with CS leadership on team processes
Seniority
Senior, hands-on IC with mentorship responsibilities