Description
We are looking for a Customer Success Engineer to serve as a trusted technical partner for our customers throughout their post-sale journey. This role combines customer success, technical expertise, troubleshooting, and product enablement to help customers successfully adopt our solutions, overcome technical challenges, achieve business outcomes, and realize long-term value from our products and services.
As a Customer Success Engineer at Cyolo, you will play a key role in ensuring our customers successfully deploy, adopt, and maximize the value of our solutions.
You will work closely with Customer Success Managers and cross-functional teams to understand customer goals, technical environments, and challenges, while providing hands-on technical guidance throughout the customer lifecycle.
The role combines proactive customer engagement with deep technical problem-solving. You will act as a trusted technical advisor, help resolve complex technical issues, support implementations and integrations, and provide recommendations that drive adoption and long-term customer success.
What You’ll Do
- Serve as a trusted technical advisor and primary post-sale technical contact for customers.
- Serve as a Tier 3 escalation engineer for complex technical issues.
- Partner closely with Customer Success Managers to understand customer goals, success criteria, workflows, and technical environments.
- Guide customers through onboarding, implementation, integration, configuration, and product adoption activities.
- Provide proactive technical recommendations and best practices to increase product usage, value realization, and customer maturity.
- Troubleshoot complex technical issues and coordinate with Support, Engineering, Product, and Customer Success teams to drive timely resolution.
- Translate customer technical feedback and recurring issues into actionable insights for Product and Engineering teams.
- Create and maintain technical success plans, solution documentation, implementation notes, and customer-facing technical guidance.
- Support renewal and expansion efforts by demonstrating product value, resolving adoption barriers, and increasing customer confidence.
- Deliver technical training, workshops, enablement sessions, and product demonstrations for customer stakeholders.
- Identify technical risks and adoption blockers and proactively work with customers to address them.
- Help customers optimize their use of Cyolo’s solutions and ensure they are achieving their desired business and security outcomes.
Requirements
What We’re Looking For
- 3+ years of experience in Customer Success Engineering, Solutions Engineering, Implementation, Technical Support, Support Engineering, Technical Consulting, or a related customer-facing technical role.
- Strong understanding of on-premises platforms, cloud technologies, APIs, IAM, operating systems, networking, and third-party software integrations.
- Strong troubleshooting skills and the ability to analyze complex technical issues and drive them toward resolution.
- Ability to explain technical concepts clearly and guide customers through practical next steps.
- Excellent communication, presentation, relationship-building, and stakeholder management skills.
- Experience working 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 simultaneously.
- Ability to work independently, take ownership, and operate effectively in a fast-paced environment.
- Excellent written and verbal communication skills in English.
Nice to Have
- Experience supporting enterprise or strategic customers in a B2B technology environment.
- Familiarity with Linux and operating systems, security principles, identity management, databases, networking, observability, and cloud providers.
- Experience with cybersecurity products or working in a cybersecurity environment.
- Experience working with OT / IT environments or critical infrastructure.
- Experience with remote access, Zero Trust, or identity and access management solutions.
- Ability to identify adoption blockers, recommend solutions, and contribute to customer growth through technical discovery and value-based consultation.
- Experience working in a SaaS company or high-growth startup environment.
Success Measures
- High customer satisfaction and strong relationships with technical and business stakeholders.
- Successful onboarding and implementation of customers.
- Increased product adoption, usage, and customer value realization.
- Reduced technical blockers and faster resolution of complex customer issues.
- Strong renewal support through successful adoption, risk mitigation, and demonstrated product value.
- Clear internal visibility into customer needs, technical risks, recurring issues, and product feedback.
- Effective collaboration across Customer Success, Support, Product, and Engineering teams.
Requires 3+ years in customer-facing technical roles, troubleshooting expertise, and knowledge of on-premises platforms, cloud technologies, APIs, IAM, operating systems, networking, and integrations.
Key Responsibilities
- advising customers
- troubleshooting issues
- delivering training
Skills & Tools
APIs, IAM, Linux, SaaS, OT, IT
Job Details
- Category: Customer Service
- Seniority: Mid Level
- Commitment: Full Time
- Workplace: Remote — United States
- Languages: English
About Cyolo
A cybersecurity company providing zero-trust solutions for secure access to organizational environments. — Industry: Information Technology