Senior Customer Success Engineer - NA

Filigran

7d•Remote

About The Position

Filigran, founded in October 2022, stands out in the cybertech ecosystem for its commitment to revolutionizing cyber threat management with a proactive approach. Its mission is to develop innovative open-source solutions designed to anticipate cyber threats, identify security gaps, and strengthen organizational security posture. Filigran solutions are now trusted by over 6,000 public and private organizations worldwide. We’re looking for a Senior Customer Success Engineer to join our growing team, playing a key role in delivering an outstanding support experience to our customers. Based in the United States and working remotely, you’ll be on the front line of communication, helping users resolve issues, understand our product better, and feel confident in their day-to-day use of our platform. By working closely with Customer Success Managers, Product, and Integration teams, you'll directly contribute to customer satisfaction and product improvement.

Requirements

Strong technical aptitude and ability to work with tools like OpenCTI and/or OpenAEV (training available)
Experience in customer support, ideally in a SaaS or technical environment
Advanced understanding of technical troubleshooting using test environments
Familiarity with Cybersecurity, Security Operations, Cyber Threat Intelligence (CTI) concepts and the STIX standard
General knowledge of cybersecurity tools like SIEMs, EDRs, firewalls, and threat intelligence platforms
Excellent communication skills — written and spoken — to clearly explain technical concepts to a wide range of users
Strong problem-solving mindset, with the ability to investigate issues and suggest practical solutions
High level of rigor and customer care, showing empathy and consistency in every interaction
A collaborative spirit — you enjoy working as part of a team and helping others succeed
Proactive, curious, and eager to learn across technical and product-related topics

Nice To Haves

Familiarity with GraphQL and Python.

Responsibilities

Deliver timely and helpful support across multiple channels, ensuring a smooth experience for every customer.
Manage and prioritize technical support tickets via our ticketing system — escalating and following up as needed to maintain fast resolution times.
Provide real-time assistance via Slack, helping key customers with troubleshooting, best practices, and product guidance.
Support onboarding efforts in collaboration with CSMs, occasionally joining customer meetings or helping run training sessions.
Improve support processes and workflows, identifying recurring issues and proposing scalable solutions.
Maintain up-to-date documentation, keeping our technical support content, internal knowledge base, and FAQs current and relevant.