RegScale

Customer Success Engineer

RegScale

full-time

Posted on:

Location Type: Remote

Location: Remote • District of Columbia, Massachusetts, Tennessee • 🇺🇸 United States

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Job Level

JuniorMid-Level

Tech Stack

Cyber Security

About the role

  • Serve as the first line of response for customer issues through the Support Portal
  • Gather details, reproduce issues when possible, and provide Tier 1 troubleshooting
  • Resolve Tier 2 issues when feasible by applying product knowledge and established best practices
  • Escalate complex or unresolved cases to Tier 3 with complete documentation
  • Maintain accurate records of customer interactions and resolutions in Salesforce and Jira
  • Contribute to FAQs, knowledge base articles, and training content to improve customer enablement
  • Support Customer Success Managers in customer check-ins and other success initiatives
  • Monitor SLA commitments to ensure timely, high-quality responses

Requirements

  • This position must be a US Citizen
  • Subject to background check and unannounced drug testing requirements
  • 0–2 years of experience in technical support, help desk, or customer success roles in a B2B environment
  • Strong troubleshooting and problem-solving skills with attention to detail
  • Familiarity with SaaS products and ticketing/case management systems (Salesforce, Jira)
  • Clear written and verbal communication skills for both technical and non-technical users
  • Strong organizational skills with the ability to manage multiple tickets at once
  • Curiosity and willingness to learn about cybersecurity, compliance, and enterprise SaaS
  • Bachelor’s degree in Computer Science, Information Systems, or a related field preferred; equivalent practical experience considered
  • Relevant entry-level certifications (e.g., CompTIA A+, Network+, ITIL) or prior internship experience in technical support considered a plus
Benefits
  • Fully remote with optional office locations (Boston, Knoxville, DC area)

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
troubleshootingproblem-solvingtechnical supporthelp deskcustomer successSaaSticketing systemscase managementSalesforceJira
Soft skills
attention to detailclear communicationorganizational skillscuriositywillingness to learn
Certifications
CompTIA A+Network+ITIL