Customer Success Engineer II

Position

We are seeking a Customer Success Engineer II (CSE) to join our Customer Success team. This is a role that blends support and success responsibilities.

Activities

• Serve as the first line of response for customer issues through the Support Portal.
• Gather details, reproduce issues when possible, and provide Tier 1 troubleshooting.
• Resolve Tier 2 issues when feasible by applying product knowledge and established best practices.
• Escalate complex or unresolved cases to Tier 3 with complete documentation.
• Maintain accurate records of customer interactions and resolutions in Salesforce and Jira.
• Contribute to FAQs, knowledge base articles, and training content to improve customer enablement.
• Support Customer Success Managers in customer check-ins and other success initiatives.
• Monitor SLA commitments to ensure timely, high-quality responses.

Required Skills

• 2–4 years of experience in technical support, help desk, or customer success roles in a B2B environment.
• Strong troubleshooting and problem-solving skills with attention to detail.
• Familiarity with SaaS products and ticketing/case management systems (Salesforce, Jira).
• Clear written and verbal communication skills for both technical and non-technical users.
• Strong organizational skills with the ability to manage multiple tickets at once.
• Curiosity and willingness to learn about cybersecurity, compliance, and enterprise SaaS.

Education/Training, Qualifications, And Certification

• Bachelor’s degree in Computer Science, Information Systems, or a related field preferred; equivalent practical experience considered.
• Relevant entry-level certifications (e.g., CompTIA A+, Network+) or prior internship experience in technical support is considered a plus.