Customer Success Engineer Representative (CSE-R)

Feroot; Toronto; Hybrid; CAD 70,000 - 105,000; Full time

Job summary

Feroot is seeking a Customer Success Engineer Representative (CSE-R) to help customers deploy Feroot’s SaaS products, onboard, and provide ongoing support for securing their web applications and digital assets.

You will leverage AI-powered automation to streamline deployment, optimize workflows, and deliver proactive guidance to developers, security teams, and executives, while collaborating with Engineering and Product teams to shape feature requests and adoption strategies.

Qualifications

• Strong communication with technical and executive stakeholders.
• Hands-on experience in customer-facing roles.
• Development experience in server-client web applications.
• Experience with NoSQL databases (MongoDB/Elasticsearch).
• Ability to read and debug code and API calls.
• Familiar with Chrome DevTools for troubleshooting.
• Understanding of DOM structure and front-end security best practices.
• Familiarity with CSP.

Responsibilities

• Prepare onboarding sessions and training programs.
• Set up customer communication channels for ongoing support.
• Work with APIs to develop proactive monitoring solutions.
• Identify technical or strategic cases and elevate accordingly.
• Create automation workflows to boost efficiency.
• Collaborate with Engineering and Product to triage issues and roll out features.
• Participate in on-call coverage for global customers.

Skills

Communication

Technical support

Web architecture

NoSQL databases

Code reading & API calls

Front-end security

DOM/CSS/XPath

CSP knowledge

Chrome DevTools

On-call support

Automation workflows

Tools

MongoDB

Elasticsearch

Job description

Customer Success Engineer Representative (CSE-R)

TheCustomer Success Engineer (CSE)plays a critical role in ensuring customers successfully deploy Feroot’s SaaS products while keeping their websites, web applications, and digital assets secure and compliant.

Top candidates will also have experience leveragingAI-powered toolsto automate tasks and workflows, achieving 10× or even 100× higher efficiency compared to traditional approaches. This position demands creativity, intelligence, innovation, and a commitment to driving revenue growth by ensuring customer success.

Job Description

Feroot is seeking aCustomer Success Engineer (CSE)to join our dynamic team. This role is responsible for ensuring successful product deployment, customer onboarding, and ongoing support, helping customers maximize the security and compliance benefits of Feroot’s SaaS solutions.

In this role, you will assist customers in deploying, optimizing, and fully utilizing Feroot’s products to achieve the highest level of protection for their web applications and digital assets. You will also play a key role in managing workflows, improving automation, and providing technical guidance, acting as a trusted advisor to developers, security teams, and executives.

The Customer Success Engineer will perform hands-on implementation, configuration, and proactive support to drive customer adoption of Feroot products. You will leverageAI-powered automationto enhance the customer experience, streamline deployment, and deliver proactive support.

What You’ll Do

• Prepare and facilitate onboarding sessions, training programs, knowledge transfer sessions, and product feedback reviews.
• Set up customer communication channels for ongoing cadences, escalations, troubleshooting, and timely support.
• Work with our APIs to develop and implement proactive monitoring solutions for customer environments and key use cases.
• Identify and elevate technical or strategic cases as needed.
• Build automation workflows to enhance efficiency and optimize performance.
• Collaborate with Engineering and Product teams to shape customer feature requests, triage issues, and roll out new features.
• Participate in on-call coverage, providing emergency support to customers globally and coordinating responses with Feroot’s Sales, Engineering, and Product teams.

Requirements (Must-Have)

• Strong communication skills, with the ability to engage effectively with both technical and executive-level stakeholders.
• Hands-on technical experience in customer support, technical support, or a related customer-facing role.
• Development experience in server-client architecture for web applications.
• Experience with NoSQL databases (MongoDB and Elasticsearch preferred).
• Ability to read and debug code and API calls.
• Comfortable using Chrome DevTools for analyzing, troubleshooting, and replicating customer issues.
• Understanding of DOM structure, CSS/XPath selectors, and front-end security best practices.
• Familiarity with Content Security Policies (CSP).

Preferred Skills (Nice to Have)

• Familiarity with compliance frameworks such as PCI DSS 4.0.1 and HIPAA.
• Experience with privacy and regulatory standards like CCPA and GDPR.
• Knowledge of containerization, AWS, and modern development best practices.
• Experience with relational databases and SQL.