Serve as the first line of response for customer issues through the Support Portal.
Gather details, reproduce issues when possible, and provide Tier 1 troubleshooting.
Resolve Tier 2 issues when feasible by applying product knowledge and established best practices.
Escalate complex or unresolved cases to Tier 3 with complete documentation.
Maintain accurate records of customer interactions and resolutions in Salesforce and Jira.
Contribute to FAQs, knowledge base articles, and training content to improve customer enablement.
Support Customer Success Managers in customer check-ins and other success initiatives.
Monitor SLA commitments to ensure timely, high-quality responses.

2–4 years of experience in technical support, help desk, or customer success roles in a B2B environment.
Strong troubleshooting and problem-solving skills with attention to detail.
Familiarity with SaaS products and ticketing/case management systems (Salesforce, Jira).
Clear written and verbal communication skills for both technical and non-technical users.
Strong organizational skills with the ability to manage multiple tickets at once.
Curiosity and willingness to learn about cybersecurity, compliance, and enterprise SaaS.
Bachelor’s degree in Computer Science, Information Systems, or a related field preferred; equivalent practical experience considered.
Relevant entry-level certifications (e.g., CompTIA A+, Network+, ITIL) or prior internship experience in technical support is considered a plus.

This position must be a US Citizen and is subject to a background check and unannounced drug testing requirements.
The position is fully remote with an option of being based in our Boston, Knoxville, or DC area offices. Minimal travel for internal and customer meetings may be required.

Customer Success Engineer II

Key skills