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Customer Success Engineer
وصف الوظيفة
The Customer Success Engineer (CSE) serves as the technical backbone for Customer Success Managers (CSMs). This pooled, non-billable role provides on-demand technical and strategic support to CSMs, helping them unlock the full value of solutions for customers without replacing Professional Services nor support. The CSE is not assigned to specific customers but addresses escalated issues on a case-by-case basis, fostering knowledge transfer to CSMs to build their self-sufficiency.
المسؤوليات
- Provide expert technical guidance to CSMs on strategic tasks
- Assist in resolving stuck support cases, bugs, or feature requests by liaising with internal teams
- Engage in customer-facing discussions when escalated
- Promote knowledge transfer during interactions
- Collaborate with CSM managers and the Director of Technical Success to prioritize requests
- Document interactions, resolutions, and best practices
- Maintain clear boundaries to avoid overlapping with Professional Services
المؤهلات
- 4+ years related experience
- BA degree STEM focus or equivalent experience
- Preferred cybersecurity experience in the identity space