Customer Success Engineer

RegScale; United States; Remote; USD 50,000 - 70,000; Full time

Job summary

A technology company is seeking a Customer Success Engineer to provide Tier 1 and Tier 2 support for customers. This fully remote position requires strong troubleshooting skills and familiarity with SaaS products. The ideal candidate will have a Bachelor’s degree in a relevant field and be a US citizen. Responsibilities include resolving customer issues and contributing to success initiatives.

Qualifications

• 0–2 years of experience in technical support or customer success roles.
• Strong problem-solving skills and attention to detail.
• Clear communication skills for technical and non-technical users.

Responsibilities

• Serve as the first line of response for customer issues.
• Gather details, reproduce issues, and provide Tier 1 support.
• Resolve Tier 2 issues and escalate complex cases.

Skills

Technical support experience

Troubleshooting skills

Familiarity with SaaS products

Communication skills

Organizational skills

Curiosity in cybersecurity

Education

Bachelor’s degree in Computer Science or related field

Entry-level certifications (e.g., CompTIA A+, Network+)

Tools

Salesforce

Jira

Job description

Overview

RegScale is a continuous controls monitoring (CCM) platform that delivers fast and efficient GRC outcomes by bridging security, risk, and compliance through controls lifecycle management. RegScale enables faster certification times and reduced audit prep time, supporting modern security and compliance requirements.

Position

We are seeking a Customer Success Engineer (CSE) to join our Customer Success team. This role blends support and success responsibilities. As a CSE, you will provide Tier 1 and Tier 2 technical support for our customers, serving as the first line of response for issues through our Customer Portal. You will troubleshoot and resolve tickets and contribute to broader customer success initiatives. CSEs are aligned by segment (Commercial or Federal) and collaborate with Customer Success Managers and the Manager, Customer Success to ensure customers receive responsive, high-quality assistance with the RegScale platform.

This position must be a US Citizen and is subject to a background check and unannounced drug testing requirements. The role is fully remote with the option of being based in our Boston, Knoxville, or DC area offices. Minimal travel for internal and customer meetings may be required.

Responsibilities

• 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 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.

Required Skills

• 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.

Education/Training, Qualifications, And Certification

• 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 is considered a plus.

Voluntary Self-Identification

Voluntary self-identification for government reporting purposes is requested. Completion of the form is voluntary. Any information provided will be kept confidential and used in accordance with applicable laws. The information will not be used in hiring decisions. For details, refer to RegScale’s Equal Employment Opportunity policy.