Customer Success Engineer II
New
R
RegScaleGRC Software
The position is fully remote with an option of being based in our Boston, Knoxville, or DC area offices.Full-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 2–4 years
- Required Skills
- CybersecuritySalesforceJiraComplianceTroubleshootingTechnical supportCustomer SuccessSaaS
Requirements
- 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 or equivalent practical experience.
Responsibilities
- 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.
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