About the role
Description
We are looking for a Customer Success Engineer to serve as a trusted technical partner for our customers throughout their post-sale journey. This role combines customer success, technical expertise, troubleshooting, and product enablement to help customers successfully adopt our solutions, overcome technical challenges, achieve business outcomes, and realize long-term value from our products and services.
As a Customer Success Engineer at Cyolo, you will play a key role in ensuring our customers successfully deploy, adopt, and maximize the value of our solutions.
You will work closely with Customer Success Managers and cross-functional teams to understand customer goals, technical environments, and challenges, while providing hands-on technical guidance throughout the customer lifecycle.
The role combines proactive customer engagement with deep technical problem-solving. You will act as a trusted technical advisor, help resolve complex technical issues, support implementations and integrations, and provide recommendations that drive adoption and long-term customer success.
Cyolo secures every connection across critical infrastructure and operational technology (OT) with a full-stack Secure Connectivity Platform that unifies remote privileged access and zero trust microsegmentation. Purpose-built for the world’s most critical operations, Cyolo makes secure connectivity surprisingly simple.
Requirements
Responsibilities:
* Serve as a trusted technical advisor and primary post-sale technical contact for customers * Partner closely with Customer Success Managers to understand customer goals, success criteria, workflows, and technical environments * Guide customers through onboarding, implementation, integration, configuration, and product adoption activities * Provide proactive technical recommendations and best practices to increase product usage, value realization, and customer maturity * Troubleshoot complex technical issues and coordinate with Support, Engineering, Product, and Customer Success teams to drive timely resolution * Translate customer technical feedback and recurring issues into actionable insights for Product and Engineering teams * Create and maintain technical success plans, solution documentation, implementation notes, and customer-facing technical guidance * Support renewal and expansion efforts by demonstrating product value, resolving adoption barriers, and increasing customer confidence * Deliver technical training, workshops, enablement sessions, and product demonstrations for customer stakeholders * Identify technical risks and adoption blockers and proactively work with customers to address them * Help customers optimize their use of Cyolo’s solutions and ensure they are achieving their desired business and security outcomes
Requirements:
* 3+ years of experience in Customer Success Engineering, Solutions Engineering, Implementation, Technical Support, Support Engineering, Technical Consulting, or a related customer-facing technical role * Strong understanding of on-premises platforms, cloud technologies, APIs, IAM, operating systems, networking, and third-party software integrations * Strong troubleshooting skills and the ability to analyze complex technical issues and drive them toward resolution * Ability to explain technical concepts clearly and guide customers through practical next steps * Excellent communication, presentation, relationship-building, and stakeholder management skills * Experience working cross-functionally with Product, Engineering, Support, Sales, and Customer Success teams * Strong organizational skills with the ability to manage multiple customer priorities, technical tasks, and deadlines simultaneously * Ability to work independently, take ownership, and operate effectively in a fast-paced environment * Excellent written and verbal communication skills in English
Nice to Have:
* Experience supporting enterprise or strategic customers in a B2B technology environment * Familiarity with Linux and operating systems, security principles, identity management, databases, networking, observability, and cloud providers * Experience with cybersecurity products or working in a cybersecurity environment * Experience working with OT / IT environments or critical infrastructure * Experience with remote access, Zero Trust, or identity and access management solutions * Ability to identify adoption blockers, recommend solutions, and contribute to customer growth through technical discovery and value-based consultation * Experience working in a SaaS company or high-growth startup environment
Success Measures:
* High customer satisfaction and strong relationships with technical and business stakeholders * Successful onboarding and implementation of customers * Increased product adoption, usage, and customer value realization * Reduced technical blockers and faster resolution of complex customer issues * Strong renewal support through successful adoption, risk mitigation, and demonstrated product value * Clear internal visibility into customer needs, technical risks, recurring issues, and product feedback * Effective collaboration across Customer Success, Support, Product, and Engineering teams
Originally posted on Himalayas