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.
What You’ll Do
- Serve as a trusted technical advisor and primary post-sale technical contact for customers.
- Serve as a Tier 3 escalation engineer for complex technical issues.
- 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.
What We’re Looking For
- 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.
Skills Required
- 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 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 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.
- Experience supporting enterprise or strategic customers in a B2B technology environment.
- Familiarity with Linux, 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.
What We Do
Cyolo is redefining SRA for OT with a hybrid Remote Privileged Access Solution (RPAM) solution that provides safe and secure remote access and operations, even in the most sensitive environments. The Cyolo PRO (Privileged Remote Operations) solution seamlessly integrates secure access, connectivity and supervision through features such as VPN-less zero-trust access, MFA identity authentication (even for legacy apps), credentials vault, session recording, and more. This comprehensive suite ensures streamlined, secure remote access and facilitates compliance achievement, guaranteeing uptime, safety, and operational agility.
