Customer Success Engineer

At DevSavant, we are a trusted technology partner. We deliver innovative, high-quality solutions with a focus on excellence and results. Our people are at the heart of everything we do, fostering a culture of growth and well-being. Join us and thrive in a supportive, success-driven environment.

The Role

As a Customer Success Engineer, you are the technical bridge between our product’s potential and customers' reality. You aren't just a "support" person; you are a proactive consultant who ensures our users don't just have our tool, but master it. You will own the technical relationship, drive product adoption through expert demos, and maintain the reputation for world-class responsiveness.

Responsibilities

• 1. Product Evangelism & Demos

• The "Showman": Conduct high-impact, tailored product demonstrations for existing customers to unveil new features, best practices, and advanced use cases.

• Feature Adoption: Identify underutilized areas of the platform within your accounts and run targeted "mini-clinics" to ensure customers are getting maximum ROI.

• Onboarding Specialist: Lead the technical configuration and "First 30 Days" experience for new clients, ensuring a "Watershed Moment" where they see immediate value.

2. Responsive Support & Technical Triage

• Front-line Expert: Act as the primary technical point of contact for customer inquiries and support tickets, providing rapid, accurate, and empathetic resolutions.

• Problem Solver: Investigate complex technical issues, replicate bugs, and work directly with the Engineering team to push through fixes and workarounds.

• SLA Obsession: Maintain a "stay on top of it" mentality ensure no ticket lingers and every customer feels like they are your only priority.

3. Proactive Account Health

• The "Early Warning System": Monitor customer health scores and platform usage data to proactively reach out before a customer even knows they have a problem.

• Success Planning: Collaborate with Account Managers to create technical success roadmaps, ensuring our product evolves alongside the customer’s business goals.

• Feedback Loop: Be the "Voice of the Customer" for our Product team. Translate customer pain points into actionable feature requests and roadmap items.

• Who You Are

• Customer-Centric: You genuinely care about the human on the other side of the screen. You find satisfaction in solving their problems and making them look like heroes within their own organizations.

• Technically Fluent: You can talk APIs, integrations, and security protocols in your sleep, but you also know how to explain them to a non-technical C-Suite executive.

• Proactive & Relentless: You don't wait for a "ping" to take action. You are organized, you manage your own queue, and you follow up until a problem is 100% resolved.

• Clear Communicator: Whether it’s a LinkedIn-ready demo or a detailed technical bug report, your communication is crisp, professional, and engaging.

Required Qualifications

• Experience: 3–5 years in a customer-facing technical role (Customer Success Engineer, Solutions Architect, or Tier 3 Support).

• Skills: Proficiency in Python, SQL, or AWS. Experience with CRM and Support tools (e.g., Hubspot)

• Industry Context: (Preferred) Experience in Cybersecurity, CTEM, or Enterprise SaaS.

• Hands-on experience with one or more leading vulnerability management platforms: Qualys, Tenable (Tenable.io, Tenable.sc, or Nessus), or Rapid7 (InsightVM or Insight Platform)

• Ability to speak fluently with security engineers and IT teams about vulnerability scanning workflows, asset discovery, and remediation prioritization

• Familiarity with how enterprise security teams operationalize these tools. not just surface-level awareness, but enough depth to support and advise customers using them in production environments

• Presentation Skills: Proven ability to lead live demos and webinars for groups of 1 to 50.

What Success Looks Like in 12 Months

• Adoption: You have increased the "Feature Depth" of your assigned accounts by 30%.

• Satisfaction: You maintain a personal CSAT (Customer Satisfaction) score of 95%+.

• Efficiency: You have automated or documented at least 3 recurring support processes to help the team scale.