As a Customer Success Engineer, you will partner closely with our growing customer base to deliver a seamless, high-impact experience and ensure customers realize the full value of their investment in Conceal. You will engage with both technical administrators and business stakeholders to understand their goals, challenges, and success criteria, and translate those into actionable outcomes.
This role is equal parts technical, customer-facing, and strategic. You will leverage data, tooling, and hands-on expertise to drive adoption, retention, and expansion, while proactively identifying and removing barriers to success. You’ll also play a key role in surfacing customer insights to influence product, documentation, and overall customer experience.
The ideal candidate is agile, hands-on, and solutions-oriented, with strong technical depth, clear communication skills, and a bias toward action.
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
- Other duties as assigned
Qualifications
- 3+ years of experience in technical support, solutions engineering, or a similar technical customer-facing role
- 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
- Disclaimer-
The above statements are neither intended to be an all-inclusive list of the duties and responsibilities of the job described, nor are they intended to be a listing of all of the skills and abilities required to do the job. Rather, they are intended only to describe the general nature of the job. This job description is not a contract of employment, either express or implied. Employment with Conceal, Inc. will be voluntarily entered into and your employment is considered at will. Conceal, Inc. reserves the right to alter the job description at any time without notice.
Conceal, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin or veteran or disabled status.