[Remote] Customer Success Engineer

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.ResponsibilitiesLead Technical Support Engineer / Senior TSE / Escalation Engineer / Customer Success Engineer profileStrong Tier 2 / Tier 3 escalation experienceHands-on with implementations, integrations and configurationAPI-based integration experienceSSO / SAML / identity troubleshootingExposure to EDR, SIEM, XDR, MDR/SOC environments or similar security toolingExperience working inside security tools, not just responding to alerts from themComfortable troubleshooting customer-side misconfiguration, permissions issues, broken data connections and customers who do not fully understand their own toolingIdeally some Python exposure for automation, troubleshooting, script editing or custom integrationsAble to improve support process: playbooks, docs, support articles and repeatable troubleshooting stepsComfortable managing queue quality, prioritisation and escalation hygieneHigh urgency around customer issuesLight leadership/coaching of an existing junior TSESkillsLead Technical Support Engineer / Senior TSE / Escalation Engineer / Customer Success Engineer profileStrong Tier 2 / Tier 3 escalation experienceHands-on with implementations, integrations and configurationAPI-based integration experienceSSO / SAML / identity troubleshootingExposure to EDR, SIEM, XDR, MDR/SOC environments or similar security toolingExperience working inside security tools, not just responding to alerts from themComfortable troubleshooting customer-side misconfiguration, permissions issues, broken data connections and customers who do not fully understand their own toolingIdeally some Python exposure for automation, troubleshooting, script editing or custom integrationsAble to improve support process: playbooks, docs, support articles and repeatable troubleshooting stepsComfortable managing queue quality, prioritisation and escalation hygieneHigh urgency around customer issuesLight leadership/coaching of an existing junior TSECompany OverviewYour partner in cyber security talent, investment and events. It was founded in 2020, and is headquartered in London, England, GB, with a workforce of 11-50 employees. Its website is http://www.tridentsearch.co.uk.