Customer Success Engineer (CSE)

Daylight Security delivers Managed Agentic Security Services, MDR, threat hunting, and a security data lake through an agentic security platform. The Customer Success Engineer owns the technical relationship with customer security teams, leading onboarding, integrations, technical support, detection tuning, incident-response workflows, documentation, and customer-facing technical engagements.

Responsibilities:

• Execute onboarding: run the integration checklist against contracted scope, set up escalation paths and on-demand paging, and drive accounts to silent-mode exit with status visible to the customer
• Run stale and non-stale activation tracks separately, keeping onboarding moving without CSM follow-up
• Serve as live first-line technical response in shared Slack or Teams channels and the Pylon queue
• Confirm integrations are live, sending data, and that the response policy is active; catch expiring tokens, lapsed permissions, and unannounced new tooling
• Run working sessions with customer security engineers on escalation and response policies, test notification rules end to end, and wire case data into their ticketing until analysts adopt it
• Tune detections, false escalations, and the end-to-end case experience
• Explain case dispositions clearly enough to expand response scope from investigations to quarantine and isolation
• Maintain Pylon knowledge base articles, service differentiator docs, escalation policies, and troubleshooting playbooks
• File field observations in Linear so Product and the SOC see what you see
• Deliver QBR technical content to the CSM ahead of the deck
• Escalate cleanly to the Solutions Architect pool when needed, with the investigation already done
• Travel roughly quarterly for customer visits, company events, or conferences

Requirements:

• 4+ years in a customer-facing technical role such as CSE, TAM, Solutions Engineer or Architect, or Implementation Engineer
• Background in cybersecurity, ideally with experience in security operations, detection and response, MDR, or SIEM/EDR tooling
• Startup or high-growth experience where process is still being built
• Ability to hold a technical conversation with a customer's security engineer independently
• Hands-on scripting experience
• Working knowledge of APIs, SaaS integrations, log pipelines, and modern cloud architecture
• Ability to read logs, trace a workflow, isolate root causes, and communicate findings clearly
• Strong prioritization and written communication skills across multiple accounts
• Experience with structured onboarding and building a customer-facing knowledge base, an advantage
• Travel roughly quarterly for customer visits, company events, or conferences