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.