Customer Success Engineer

Cyolo•United States,

About The Position

Cyolo is seeking a Customer Success Engineer to serve as a trusted technical partner throughout customers’ post-sale journeys. The role combines customer success, technical expertise, troubleshooting, and product enablement to help customers adopt Cyolo’s solutions, overcome technical challenges, achieve business outcomes, and realize long-term value. The engineer partners with Customer Success Managers and cross-functional teams to understand customer goals, technical environments, and challenges, and provides hands-on guidance across the customer lifecycle. Responsibilities include technical advising, complex issue resolution, implementation and integration support, and recommendations that promote product adoption and customer success. Cyolo provides a Secure Connectivity Platform for critical infrastructure and operational technology (OT), unifying remote privileged access and zero trust microsegmentation. Success is measured by customer satisfaction and stakeholder relationships; successful onboarding and implementation; increased product adoption, usage, and value realization; fewer technical blockers and faster resolution of complex issues; effective renewal support through adoption, risk mitigation, and demonstrated value; clear internal visibility into customer needs, risks, recurring issues, and product feedback; and effective cross-functional collaboration.

Requirements

At least 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 and 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 Haves

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.

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 with Customer Success Managers to understand customer goals, success criteria, workflows, and technical environments.
Guide customers through onboarding, implementation, integration, configuration, and product adoption.
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.
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 achieve their desired business and security outcomes.