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Cyolo is seeking a Customer Success Engineer to serve as a trusted technical partner for customers throughout their post-sale journey. This role bridges customer success, technical expertise, and product enablement, combining hands-on troubleshooting with strategic customer guidance.
You will act as the primary post-sale technical contact and Tier 3 escalation engineer for complex technical issues. Working closely with Customer Success Managers and cross-functional teams, you'll understand customer goals, technical environments, and challenges while providing hands-on technical guidance throughout the customer lifecycle.
Key responsibilities include:
- Serving as a trusted technical advisor and primary escalation point for complex issues
- Partnering with Customer Success Managers to align on customer goals, success criteria, and technical requirements
- Guiding customers through onboarding, implementation, integration, configuration, and adoption
- Providing proactive technical recommendations and best practices to increase product usage and value realization
- Troubleshooting complex technical issues and coordinating resolution across Support, Engineering, Product, and Customer Success teams
- Translating customer feedback and recurring issues into actionable insights for product teams
- Creating and maintaining technical success plans, solution documentation, and customer-facing guidance
- Supporting renewal and expansion by demonstrating value and resolving adoption barriers
- Delivering technical training, workshops, and enablement sessions for customer stakeholders
- Identifying technical risks and adoption blockers, proactively addressing them with customers
- Optimizing customer use of solutions to ensure achievement of business and security outcomes
This role combines proactive customer engagement with deep technical problem-solving, requiring both strong technical acumen and customer-facing communication skills.
