Senior Customer Success Engineer
About The Position
Opal Security is hiring a Senior Customer Success Engineer to own the technical customer experience after the sale. The role covers customer implementations and integrations, complex troubleshooting, and helping customer teams use Opal confidently. The engineer partners with a Strategic CSM, who owns executive relationships, while staying focused on the product and technical work. The position includes leading enterprise technical support, driving adoption, managing implementations from kickoff through go-live, creating customer-facing documentation, establishing support and implementation processes, and coordinating customer feedback and bug fixes with product and engineering.
Requirements
- At least 5 years of experience in a customer-facing technical role, such as technical support engineer, solutions engineer, technical account manager, implementation or professional services consultant, or customer success engineer.
- Understanding of identity and access, including SSO, SAML, OIDC, OAuth, SCIM provisioning, identity providers such as Okta or Entra ID, and enterprise access management and reviews.
- Hands-on experience with AWS, Azure, or GCP, and Terraform and Kubernetes.
- Experience leading customer implementations from kickoff to go-live, scoping work, and managing risks and customer teams.
- Clear written communication, including writing tickets, documentation, and customer updates; ability to remain calm and precise with frustrated customers.
- Experience with a ticketing or support platform such as Zendesk, Linear, or Jira, and interest in designing severity levels, runbooks, and playbooks.
- Ability to thrive in an early-stage, changing environment and create clarity.
Nice To Haves
- Experience in security or identity SaaS.
- Experience at a Series A–C company.
Responsibilities
- Lead tier 2 and tier 3 technical support for enterprise customers through tickets and shared Slack channels; investigate bugs and misconfigurations, provide engineering with clear reproductions when needed, and remain accountable through resolution while meeting severity-based response targets.
- Drive technical adoption by helping customers expand Opal to more teams, applications, and resources; run enablement sessions and office hours; monitor configurations and usage for potential issues or opportunities; and share findings with the Strategic CSM.
- Lead technical customer implementations from kickoff to go-live, including designing integration plans and supporting identity provider and SSO setup, SCIM provisioning, cloud and application integrations, and Terraform- or API-based configuration.
- Contribute public documentation, sample code, runbooks, and troubleshooting guides; turn recurring issues into articles or product fixes.
- Build support and implementation processes, including severity levels, escalation paths, engineering handoffs, and implementation checklists; select and configure tooling and automate repetitive work.
- Log and prioritize bugs, communicate structured customer feedback to product and engineering, and test fixes with customers.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
