Note: The job is a remote job and is open to candidates in USA. Trident Search is working with a high-growth Series A CTEM vendor seeking a Customer Success Engineer. The role involves being a hands-on technical escalation point for complex customer issues, troubleshooting integrations, and improving support processes.

Responsibilities

• Lead Technical Support Engineer / Senior TSE / Escalation Engineer / Customer Success Engineer profile
• Strong Tier 2 / Tier 3 escalation experience
• Hands-on with implementations, integrations and configuration
• API-based integration experience
• SSO / SAML / identity troubleshooting
• Exposure to EDR, SIEM, XDR, MDR/SOC environments or similar security tooling
• Experience working inside security tools, not just responding to alerts from them
• Comfortable troubleshooting customer-side misconfiguration, permissions issues, broken data connections and customers who do not fully understand their own tooling
• Ideally some Python exposure for automation, troubleshooting, script editing or custom integrations
• Able to improve support process: playbooks, docs, support articles and repeatable troubleshooting steps
• Comfortable managing queue quality, prioritisation and escalation hygiene
• High urgency around customer issues
• Light leadership/coaching of an existing junior TSE

Skills

• Lead Technical Support Engineer / Senior TSE / Escalation Engineer / Customer Success Engineer profile
• Strong Tier 2 / Tier 3 escalation experience
• Hands-on with implementations, integrations and configuration
• API-based integration experience
• SSO / SAML / identity troubleshooting
• Exposure to EDR, SIEM, XDR, MDR/SOC environments or similar security tooling
• Experience working inside security tools, not just responding to alerts from them
• Comfortable troubleshooting customer-side misconfiguration, permissions issues, broken data connections and customers who do not fully understand their own tooling
• Ideally some Python exposure for automation, troubleshooting, script editing or custom integrations
• Able to improve support process: playbooks, docs, support articles and repeatable troubleshooting steps
• Comfortable managing queue quality, prioritisation and escalation hygiene
• High urgency around customer issues
• Light leadership/coaching of an existing junior TSE

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