Senior Customer Success Engineer
New
J
JobgetherIdentity governance
Based in the United StatesFull-TimeSenior
SalaryAnnual salary range of $120,000–$200,000, depending on experience, qualifications, and other relevant factors.
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Job Details
- Experience
- At least 5 years in a customer-facing technical role
- Required Skills
- AWSKubernetesOAuthTerraform
Requirements
- Have at least 5 years of experience in a customer-facing technical role such as Customer Success Engineer, Technical Support Engineer, Solutions Engineer, Technical Account Manager, Implementation Consultant, or Professional Services Consultant.
- Bring strong knowledge of SSO, SAML, OIDC, OAuth, and SCIM provisioning.
- Have experience with enterprise identity providers such as Okta or Microsoft Entra ID.
- Understand enterprise access governance and access review processes.
- Have hands-on experience with at least one major cloud platform: AWS, Microsoft Azure, or Google Cloud Platform.
- Have practical knowledge of Terraform and Kubernetes.
- Demonstrate the ability to manage customer implementations from kickoff through go-live, including scoping, integration planning, risk management, stakeholder coordination, and enablement.
- Be familiar with support platforms such as Zendesk, Linear, or Jira and with designing escalation workflows, severity levels, and runbooks.
- Be able to produce clear technical documentation, actionable bug reports, and customer updates.
Responsibilities
- Manage Tier 2 and Tier 3 customer escalations, investigate bugs and configuration issues, coordinate with engineering, and own issues through resolution.
- Help customers expand platform usage, deliver enablement sessions and office hours, and identify usage patterns and configuration risks.
- Lead technical kickoffs and guide customer implementations from initial setup through production go-live.
- Configure identity providers, SSO, SCIM provisioning, cloud integrations, application connectivity, and Terraform- or API-based integrations.
- Create and maintain customer-facing documentation, sample code, troubleshooting guides, runbooks, and implementation resources.
- Establish severity frameworks, escalation procedures, engineering handoffs, and implementation checklists; configure support tools and automate workflows.
- Document and prioritize bugs, communicate customer feedback, coordinate technical investigations, and validate fixes with customers.
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