[Remote] Customer Success Engineer

Remote · USA Full-time New today

Note: The job is a remote job and is open to candidates in USA. Trident Search is working with a high-growth Series A CTEM vendor seeking a Customer Success Engineer. The role involves being a hands-on technical escalation point for complex customer issues, troubleshooting integrations, and improving support processes.

Responsibilities

Lead Technical Support Engineer / Senior TSE / Escalation Engineer / Customer Success Engineer profile
Strong Tier 2 / Tier 3 escalation experience
Hands-on with implementations, integrations and configuration
API-based integration experience
SSO / SAML / identity troubleshooting
Exposure to EDR, SIEM, XDR, MDR/SOC environments or similar security tooling
Experience working inside security tools, not just responding to alerts from them
Comfortable troubleshooting customer-side misconfiguration, permissions issues, broken data connections and customers who do not fully understand their own tooling
Ideally some Python exposure for automation, troubleshooting, script editing or custom integrations
Able to improve support process: playbooks, docs, support articles and repeatable troubleshooting steps
Comfortable managing queue quality, prioritisation and escalation hygiene
High urgency around customer issues
Light leadership/coaching of an existing junior TSE

Skills

Lead Technical Support Engineer / Senior TSE / Escalation Engineer / Customer Success Engineer profile
Strong Tier 2 / Tier 3 escalation experience
Hands-on with implementations, integrations and configuration
API-based integration experience
SSO / SAML / identity troubleshooting
Exposure to EDR, SIEM, XDR, MDR/SOC environments or similar security tooling
Experience working inside security tools, not just responding to alerts from them
Comfortable troubleshooting customer-side misconfiguration, permissions issues, broken data connections and customers who do not fully understand their own tooling
Ideally some Python exposure for automation, troubleshooting, script editing or custom integrations
Able to improve support process: playbooks, docs, support articles and repeatable troubleshooting steps
Comfortable managing queue quality, prioritisation and escalation hygiene
High urgency around customer issues
Light leadership/coaching of an existing junior TSE

Company Overview

Your partner in cyber security talent, investment and events. It was founded in 2020, and is headquartered in London, England, GB, with a workforce of 11-50 employees. Its website is http://www.tridentsearch.co.uk.

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[Remote] Customer Success Engineer

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