Customer Success Engineer

Vorlon

Location: Remote About Vorlon:About Vorlon Vorlon is the Agentic Ecosystem Security Platform protecting the converged AI and SaaS ecosystem where AI agents, SaaS apps, third-party APIs, and integrations now touch your most sensitive data. As enterprises deploy autonomous AI, sensitive data moves across systems they don't fully own or control — faster than traditional security tools were built to track.Vorlon maps every data flow, identity, and integration across your environment and gives security teams the visibility, forensics, and remediation to stop threats before they spread. So enterprises can deploy AI at scale without losing control of their sensitive data.The agentic ecosystem security market is one of the fastest-growing in cybersecurity as AI, identity, and SaaS risk converge at the execution layer. Vorlon sits at the center of that shift — helping security teams secure what has become the new primary attack surface: the agentic ecosystem. Responsibilities:- Serve as the technical point of contact for customers, addressing any technical concerns or challenges they face with the SaaS product.- Collaborate closely with customers to understand their business needs and tailor solutions using the product.- Conduct product demos and training sessions to onboard new customers and enhance the product knowledge of existing users.- Troubleshoot technical issues, liaise with the product development team for complex challenges, and ensure timely resolution.- Monitor customer usage and health metrics to identify potential areas of concern or opportunities for upselling and product expansion.- Gather customer feedback on product features and functionality, and communicate this to the product and development teams.- Stay updated with the latest product updates and features to provide accurate and up-to-date support.- Develop technical documentation, FAQs, and knowledge base articles to aid customers in self-service.- Collaborate with the sales and product teams to ensure seamless customer experiences from pre-sales to post-sales support.- Advocate for customers' needs and contribute to the continuous improvement of the customer success process. Qualifications:- Proven experience in a technical customer support or customer success role, preferably for a SaaS product.- Strong technical acumen with the ability to understand and troubleshoot software-related issues.- Excellent communication skills, both written and verbal, with the ability to explain complex technical concepts in simple terms.- Familiarity with the SaaS ecosystem and common integration challenges.- Strong problem-solving skills and a customer-centric mindset.- Ability to work collaboratively across teams, including sales, product, and development.- Knowledge of customer success tools and platforms.- A proactive approach to identifying potential challenges and addressing them before they escalate.- A Bachelor's degree in a technical field, or equivalent practical experience.