Sr. Customer Success Engineer, EMEA

Role Summary

In this role, you will report to the Manager, Customer Success and Support. You'll collaborate with a team of experts dedicated to delivering white-glove service to our most important customers. As a Senior CSE, you’ll be a product expert, who loves solving problems and going the extra mile to ensure no stone is left unturned. You’ll serve as a coach and trusted advisor during the training, implementation, and adoption phases of the customer lifecycle and be a trusted partner for all support requests.

What You’ll Do

• Partner with the Customer Success organization to deliver a world-class, white-glove customer experience
• Own the technical success of a portfolio of strategic customers, serving as a trusted advisor across onboarding, implementation, and adoption
• Manage and resolve support requests from simple to highly complex, acting as the primary escalation point for high-impact customer issues
• Proactively identify risks to customer health and drive mitigation plans to reduce time to value
• Lead complex implementations from technical discovery through production rollout
• Guide customers in deploying, troubleshooting, and optimizing integrations such as Cloud Connectors, Splunk, Jira, and ServiceNow
• Translate customer business and security objectives into scalable technical solutions
• Represent the customer perspective by identifying trends and sharing actionable feedback with Product and Engineering
• Help define success metrics and feedback loops for new product launches
• Mentor CSEs and contribute to evolving internal processes, runbooks, and support standards
• Serve as a subject matter expert and escalation resource for complex technical challenges

What You’ll Bring

• 4+ years of experience in a technical, customer-facing role, ideally within a cybersecurity SaaS environment
• Proven experience owning complex customer relationships and driving technical outcomes
• Strong understanding of security tooling, cloud providers, and common network protocols, including SSL/TLS
• Advanced proficiency in Python and comfort working with REST APIs
• Ability to influence without authority and collaborate effectively across teams
• Excellent communication, organizational, and troubleshooting skills
• Comfort operating with ambiguity in a fast-paced, high-growth environment
• A self-starter mindset with a resourceful, “figure-it-out” attitude and a strong customer focus

The annual base salary range for this role will be around £93,000 - £107,000, plus bonus eligibility and equity. In addition to our great compensation package, our benefits are effective on day one and include but are not limited to: 401k match, health, vision, dental, and more! This is a fully remote position with no expectation to come into an office, but must be located in or around London, in the United Kingdom.