Founding Customer Success Engineer

GovEagle•New York, NY

1d•$130,000 - $165,000•Onsite

About The Position

GovEagle is hiring its first Customer Success Engineer to own customer support for its AI platform, used by defense primes and federal integrators through the web app, Word, and SharePoint in FedRAMP and AWS GovCloud environments. The role handles issues such as SSO logins, SharePoint connections, Office add-ins, and security questionnaires, resolving them through configuration and admin tools where possible and escalating actionable issues to engineering. It also supports technical onboarding and pre-sales work, with the potential to grow into leading support as the team expands. The position is based in New York City and requires working in person four days per week. Success in the first 90 days includes taking ownership of the support queue, resolving common issues end to end, creating runbooks and knowledge-base materials, joining prospect demos, and achieving first replies within 10 minutes during business hours.

Requirements

At least 3 years of experience in technical support, solutions engineering, or implementation at a B2B software company, including customer demos or technical evaluations.
Hands-on experience with Okta or Entra ID, SSO (SAML and OIDC), and SharePoint and Microsoft 365 administration.
Comfort reading logs, writing SQL, and calling APIs; ability to read code even if not writing it regularly.
Uses AI tools to investigate and write more efficiently, while understanding when not to rely on them.
Clear written communication that enables customers and engineers to act on the same message.
Takes ownership of follow-ups without being asked.
U.S. citizenship, required because the role works in customer environments subject to export controls.
Ability to work in person in New York City four days per week.

Nice To Haves

Team lead experience.
Experience with enterprise security reviews, including FedRAMP, CMMC, or SOC 2.
Experience with Microsoft GCC High.
Experience with Office add-ins.

Responsibilities

Own the customer support queue, respond within 10 minutes during business hours, and follow each issue through resolution and customer confirmation.
Investigate SSO and Okta logins, SharePoint and Microsoft 365 connections, Office add-in issues, and file processing using logs, admin consoles, and company data.
Resolve issues through configuration, feature flags, account setup, or workarounds when possible; otherwise reproduce issues and create actionable Linear tickets for engineering.
Conduct technical onboarding, including setting up SSO and SharePoint with customer IT teams for new accounts and pilots.
Join sales for technical deep dives, demos, and security reviews, and prepare pilots for launch.
Build help articles, runbooks, and a security-questionnaire answer kit, and provide engineering with a weekly summary of recurring issues and causes.
Take ownership of follow-ups and contribute to leading support as the team grows.