Technical Support Engineer

Crogl

4d • Remote

About The Position

Join Crogl and be at the forefront of revolutionizing security operations with AI. As a Customer Success Engineer, you'll empower high-performance security teams by shaping the future of our cutting-edge security analytics platform. Our Customer Success team is growing. We're looking for self-starters who are committed to excellence, thrive in a fast-paced environment, and are excited to improve the lives of security teams. If this sounds like you, let's chat!

Requirements

• 3-5 years of experience in technical support, customer engineering, or a similar customer-facing technical role
• A track record of resolving complex technical issues across distributed systems, with strong debugging and log-analysis instincts
• Familiarity with the concepts of API and data integration, this may also be a familiarity or understanding of coding languages (TypeScript, Go, Python, etc..)
• Familiarity with applications deployed into secure customer networks composed of cloud and data center infrastructure
• An effective communicator who can translate highly complex technical concepts to both technical and non-technical audiences with empathy and depth
• Comfortable working asynchronously in public community channels and contributing to a knowledge base that customers and teammates rely on
• Contribute to the internal knowledge base, best practices, and sharing insights gained from customer engagements to grow the Customer Success function from scratch

Nice To Haves

• Proven experience supporting security products, or non-SaaS applications within enterprise networks and infrastructure
• Hands-on experience with AI systems, machine learning models, and agentic frameworks
• Experience building or moderating a technical user community (Slack, Discord, forums, user group)
• A track record of thriving in fast-paced, agile environments with continuous integration and deployment

Responsibilities

• Own the customer support experience across ticketing, email, and shared Slack channels — triage, reproduce, and drive issues to resolution
• Engage actively in the Crogl practitioner community (forums, shared channels, user groups) to answer questions, surface patterns, and build relationships with users beyond your assigned accounts
• Diagnose technical issues across Crogl deployments in hybrid/on-prem and cloud environments, partnering with Engineering on root cause and fix delivery
• Build and maintain the Crogl knowledge base — runbooks, troubleshooting guides, FAQs — so each ticket teaches the next customer
• Act as the voice of the customer by aggregating support trends and feeding them to Product and Engineering to drive product improvements

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed