Senior Customer Success Engineer
Senior lvl.
We are looking for a customer-facing technical engineer to join a high-impact enterprise AI security project focused on endpoint protection across Windows and macOS environments. The role combines deployment engineering, Tier-3 escalation handling, live troubleshooting sessions with customers, and deep technical investigation within complex enterprise infrastructures. The environment involves large-scale endpoint deployments, proxy/TLS networking, MDM systems, and production-level troubleshooting in fast-paced enterprise environments.
Responsibilities
>/ Run live troubleshooting sessions with customers, analyze logs, diagnose root causes, and guide fixes.
>/ Drive endpoint deployments end-to-end, including MDM packaging, GPO configuration, PAC files, certificate trust setup, and cross-platform installer workflows.
>/ Triage Tier-3 production escalations such as extension failures, authentication gaps, policy decryption issues, and proxy-related incidents.
>/ Build and maintain customer-facing diagnostic tooling and troubleshooting scripts.
>/ Surface product issues from the field with clear bug reports, including reproduction steps, logs, and impact analysis.
>/ Own handoffs to Technical Account Managers after successful deployments or recovery activities.
>/ Write runbooks and knowledge base articles to improve troubleshooting and deployment efficiency.
>/ Partner with Sales Engineers during POCs as a technical expert on customer calls.
>/ Support deployment, rollout, recovery, and escalation processes for enterprise customers.
>/ Collaborate closely with R&D and internal engineering teams by reporting reproducible product issues and operational findings.
Requirements
>/ 3–5 years of experience in customer-facing technical roles such as Deployment Engineering, Sales Engineering, Support Engineering, Technical Support Engineering, or SRE with customer exposure.
>/ Strong endpoint expertise across Windows 10/11 and macOS environments.
>/ Experience with endpoint management and deployment platforms including Intune, Jamf, Tanium, Workspace ONE, GPO, and cross-platform installer workflows.
>/ Strong scripting skills in PowerShell and bash with the ability to build diagnostic tooling and troubleshooting utilities.
>/ Strong networking and infrastructure troubleshooting skills including HTTP proxy chains, PAC files, TLS/MITM inspection, certificate trust stores, VPN split tunneling, and proxy-related troubleshooting.
>/ Experience reading and analyzing application/system logs and troubleshooting multi-process production flows.
>/ Excellent customer-facing communication skills and strong troubleshooting methodology.
Nice to Have
>/ Experience at a security vendor or within DLP, CASB, EDR, browser security, or endpoint security environments.
>/ Familiarity with AI/LLM tools such as ChatGPT, Copilot, Claude, Cursor, and Claude Code in day-to-day workflows.
>/ Read-level experience in Python, C#, or Swift.
>/ Experience with Tanium.
>/ Experience working with AWS S3, Kusto/Azure Data Explorer, Elasticsearch, or similar operational and logging environments.
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