Customer Success Engineer | Cybersecurity

Conceal is a company that delivers innovative cybersecurity solutions, specifically the world's first Browser-Native SSE. They are seeking a Customer Success Engineer to partner with their customer base, ensuring clients realize the full value of their investment by providing technical support and driving product adoption.

Responsibilities:

• Serve as a primary technical point of contact for customers, managing support cases via email, phone, and other channels
• Partner with customers to drive onboarding, adoption, and time-to-value
• Understand customer environments, challenges, and objectives to recommend best practices and new use cases
• Proactively identify and remove roadblocks to product adoption and success
• Execute ongoing touchpoints to ensure continued customer value, satisfaction, and retention
• Collaborate cross-functionally with Product, Engineering, Sales, and Customer Success teams
• Document customer interactions, feedback, and sentiment in internal systems
• Manage support tickets submitted by customers from initial triage through resolution, working with customers and engaging Engineering as needed, while ensuring compliance with SLAs and maintaining high customer satisfaction
• Contribute to knowledge base content, technical documentation, and operational playbooks
• Surface recurring issues, feature requests, and trends to internal teams to inform product and process improvements
• Continuously build expertise in Conceal’s products and the broader cybersecurity landscape
• Support additional initiatives as needed in a fast-paced, startup environment

Requirements:

• 3 or more years of experience in technical support, solutions engineering, or a similar technical customer-facing role
• Proven experience in cybersecurity or SaaS startup environments operating at sub-$25M annual revenue
• Proven experience working directly with customers across technical and business stakeholders
• Strong troubleshooting and problem-solving skills in non-scripted environments
• Experience with remote support tools, ticketing systems, and live chat platforms
• Working knowledge of Windows and macOS environments; familiarity with networking, security, or scripting is a plus
• Excellent time management skills with the ability to prioritize and drive issues to resolution
• Strong written and verbal communication skills, with attention to detail in documentation and reporting
• Customer-first mindset with a focus on outcomes, accountability, and follow-through
• Previous startup experience, preferably at the series-A stage