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Requirements and responsibilities
Role: Customer Success EngineerJoin Crogl and be at the forefront of revolutionizing security operations with AI. As a Customer Success Engineer, you'll empower high-performance security teams by shaping the future of our cutting-edge security analytics platform.Our Customer Success team is growing. We're looking for self-starters who are committed to excellence, thrive in a fast-paced environment, and are excited to improve the lives of security teams. If this sounds like you, let's chat!What you'll be doing:Own the customer support experience across ticketing, email, and shared Slack channels — triage, reproduce, and drive issues to resolutionEngage actively in the Crogl practitioner community (forums, shared channels, user groups) to answer questions, surface patterns, and build relationships with users beyond your assigned accountsDiagnose technical issues across Crogl deployments in hybrid/on-prem and cloud environments, partnering with Engineering on root cause and fix deliveryBuild and maintain the Crogl knowledge base — runbooks, troubleshooting guides, FAQs — so each ticket teaches the next customerAct as the voice of the customer by aggregating support trends and feeding them to Product and Engineering to drive product improvementsWhat you bring to the team:3-5 years of experience in technical support, customer engineering, or a similar customer-facing technical roleA track record of resolving complex technical issues across distributed systems, with strong debugging and log-analysis instinctsFamiliarity with the concepts of API and data integration, this may also be a familiarity or understanding of coding languages (TypeScript, Go, Python, etc..)Familiarity with applications deployed into secure customer networks composed of cloud and data center infrastructureAn effective communicator who can translate highly complex technical concepts to both technical and non-technical audiences with empathy and depthComfortable working asynchronously in public community channels and contributing to a knowledge base that customers and teammates rely onContribute to the internal knowledge base, best practices, and sharing insights gained from customer engagements to grow the Customer Success function from scratchWhat separates you from other candidates:Proven experience supporting security products, or non-SaaS applications within enterprise networks and infrastructureHands-on experience with AI systems, machine learning models, and agentic frameworksExperience building or moderating a technical user community (Slack, Discord, forums, user group)A track record of thriving in fast-paced, agile environments with continuous integration and deploymentCrogl is an equal opportunity employer and provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status.
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