Customer Success Engineer

Customer Success Engineer / Solution Engineer Series A Security SaaS Remote working within Germany Up to €120K base salary + bonus + equity

We are excited to be partnering with a fantastic Series A scale-up in Germany, that is actively looking for a Customer Success Engineer to join their team.

This role involves close collaboration with customers to understand their needs, objectives, and challenges. By building strong relationships, the Customer Success Engineer ensures customers are successfully utilizing our products, thereby driving adoption, retention, and overall satisfaction.

This position also plays a crucial role in gathering customer insights and feedback to inform product development and improve user experience.

The ideal candidate will possess a blend of technical expertise and strong interpersonal skills to effectively manage customer interactions and deliver exceptional service.

What you'll do :

Customer Support : Provide technical support to customers, resolving product issues in a timely and efficient manner.

Onboarding and Training : Assist in the onboarding process of new customers, ensuring they understand how to use our products effectively.

Technical Consultation : Offer expert advice and solutions to customers regarding the optimal use of our products and services.

Product Feedback : Gather and relay customer feedback to the product development team for continuous improvement.

Documentation : Develop and maintain comprehensive documentation, including user guides, FAQs, and technical support articles.

Customer Success Stories : Identify and document customer success stories to highlight the benefits and value of our products.

Work closely with the marketing team to share these stories through various channels.

Customer Advocacy : Act as an advocate for the customer within the company, ensuring their needs and concerns are addressed.

Performance Metrics : Monitor and report on key performance metrics related to customer success and product usage.

Key Experience :

• Minimum of 3-5 years of experience in a technical support or customer success role within the software or technology industry.
• Proven track record of managing customer relationships and delivering excellent customer service.
• Experience with :
• OS : Linux, Windows, macOS
• Cloud : VMware, AWS, Azure, GCP, K8s
• DevOps : Ansible, Terraform, GitHub
• CRM systems (e.g., Salesforce, Zendesk) and customer support tools.
• Strong knowledge of security principles, techniques, and technologies.
• Experience with security tools such as firewalls, IDS / IPS, SIEM, and vulnerability scanners.
• Familiarity with regulatory requirements and industry standards (e.g., ISO 27001, NIS2, BSI, GDPR).
• Strong analytical and problem-solving skills.
• Certifications such as CISSP, CEH, or CISM are a plus.
• Experience with cloud security (e.g., AWS, Azure, GCP) and API is preferred with knowledge and experience of DevOps tools.
• Ability to troubleshoot and resolve complex technical issues.
• Due to this role covering the DACH region, German speaking is a must have.
Vor 27 Tagen