Customer Success Engineer II
About the role
Position
We are seeking a Customer Success Engineer II (CSE) to join our Customer Success team. This is a role that blends support and success responsibilities. As a CSE, you will provide Tier 1 and Tier 2 technical support for our customers, serving as the first line of response for issues through our Customer Portal. While much of your work will focus on troubleshooting and ticket resolution, you'll also have opportunities to support broader customer success initiatives. CSEs are aligned by segment (Commercial or Federal) and work closely with Customer Success Managers and the Manager, Customer Success to ensure customers receive responsive, high-quality assistance with the RegScale platform.
Activities
- 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.
Requirements
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.