[Hiring] Senior Customer Success Engineer @Opal Security

Role Description

When a customer's access workflow breaks at 9am on a Monday, or a new enterprise team needs to be live by the end of the quarter, they should be able to count on one engineer who knows Opal inside out. We're hiring a Senior Customer Success Engineer to be that person. You'll be the technical owner of our customers' experience after the sale: you'll get them implemented and integrated, troubleshoot the hard problems, and teach their teams to run Opal confidently. You'll work hand in hand with our Strategic CSM, who owns the executive relationships, so you can stay close to the product and the code.

• Be the technical support lead for enterprise customers.
• Take tier 2/3 issues from tickets and shared Slack channels, investigate bugs and misconfigurations first, and bring engineering a clear reproduction when it needs to go further. Stay accountable until it's resolved. Work to defined response targets by severity.
• Drive technical adoption.
• Help customers roll Opal out to more teams, apps and resources, run enablement sessions and office hours, and watch for configuration and usage patterns that signal a problem or an opening. Pass what you find to the Strategic CSM.
• Lead customer implementations.
• Run technical kickoff, design the integration plan, and take customers from first connection to go-live: identity provider and SSO setup, SCIM provisioning, cloud and app integrations, and Terraform or API-based configuration.
• Write what customers need.
• Contribute to public documentation, sample code, runbooks and troubleshooting guides, and turn recurring issues into articles or product fixes.
• Build the support and implementation playbook.
• Define severity levels, escalation paths, handoffs to engineering, and an implementation checklist. Choose and set up the tooling. Automate the repetitive work.
• Close the loop with product and engineering.
• Log and prioritize bugs, bring structured customer feedback to the people building Opal, and test fixes with customers.

Qualifications

• Have 5+ years in a customer-facing technical role.
• Technical support engineer, solutions engineer, technical account manager, implementation or professional services consultant, or customer success engineer, ideally in security or identity SaaS.
• Know identity and access.
• You understand SSO, SAML, OIDC and OAuth, SCIM provisioning, identity providers such as Okta or Entra ID, and how enterprises manage access and reviews. This is the most important technical area for the role.
• Know cloud and infrastructure as code.
• Hands-on with AWS, Azure or GCP, and with Terraform and Kubernetes.
• Have run implementations.
• You have taken customers from kickoff to go-live, scoped the work, and managed the risks and the customer's own team along the way.
• Communicate clearly.
• You write clear tickets, docs and customer updates, and stay calm and precise when a customer is frustrated.
• Like building the system.
• You have worked with a ticketing or support platform such as Zendesk, Linear or Jira, and you want to design severity levels, runbooks and playbooks, not only follow them.
• Thrive on being early.
• You've worked at a Series A-C company and built process while everything around you moved. You create clarity instead of waiting for it.
• Its OKAY if you haven’t worked early stage but you gotta want it!