Serves as a post-sale technical advisor, helping customers onboard, implement, integrate, configure, and adopt cybersecurity solutions. Responsibilities include Tier 3 troubleshooting, technical training, documentation, success planning, risk mitigation, and cross-functional coordination with Support, Engineering, Product, Sales, and Customer Success. The role supports customer renewals and expansion by resolving technical blockers and demonstrating product value.
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.
Responsibilities:
- 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
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
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