Sr. Customer Success Engineer, EMEA
$93,000–$107,000 year
RemoteUnited Kingdom
Job Summary
Own the technical success of a portfolio of strategic customers by acting as a trusted advisor across onboarding, implementation, and adoption phases. Manage and resolve support requests from simple to highly complex issues, serving as the primary escalation point for high-impact customer problems. Proactively identify risks to customer health and drive mitigation plans to reduce time to value while leading complex implementations from technical discovery through production rollout. Guide customers in deploying, troubleshooting, and optimizing integrations such as Cloud Connectors, Splunk, Jira, and ServiceNow, and translate business objectives into scalable technical solutions. Mentor CSEs and contribute to evolving internal processes, runbooks, and support standards. Represent the customer perspective by identifying trends and sharing actionable feedback with Product and Engineering to help define success metrics for new product launches.
Required Qualifications
- 4+ years of experience in a technical, customer-facing role
- ideally within a cybersecurity SaaS environment
- Proven experience owning complex customer relationships and driving technical outcomes
- Strong understanding of security tooling, cloud providers, and common network protocols, including SSL/TLS
- Advanced proficiency in Python
- comfort working with REST APIs
- Ability to influence without authority and collaborate effectively across teams
- Excellent communication, organizational, and troubleshooting skills
- Comfort operating with ambiguity in a fast-paced, high-growth environment
- A self-starter mindset with a resourceful, 'figure-it-out' attitude and a strong customer focus
- Location in or around London, in the United Kingdom
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