Customer Success Engineer - CSE / Sr. CSE

Overview

A customer-facing technical role onboarding enterprise customers onto the ArmorCode SaaS platform, driving technical implementation, adoption and AI-assisted workflows, working alongside the Customer Success Manager, Product and Engineering.

What you'll do

• Act as a trusted advisor to customers and internal teams, providing feedback to accelerate and prioritize delivery.
• Identify technical and business requirements and align solutions with customer needs to drive value.
• Serve as the main point of contact throughout the customer journey, working with the CSM on a success plan with clear outcomes.
• Accelerate time to value through short deployments, working with the Development team on each customer's integration needs.
• Oversee and support technical implementation tasks for new customers.
• Build and maintain scripts and automations (Python, APIs, LLM-assisted workflows) for onboarding, integration setup and configuration validation.
• Use AI tools to speed up implementation work and review all outputs before they reach a customer.
• Drive product adoption using data to give 360-degree insight into customer status and progress.
• Identify risks early, build and execute "get well" plans, and define critical success factors and success metrics.
• Use AI-assisted analysis of usage and onboarding data to spot adoption gaps and stalled deployments.
• Help customers adopt AI-driven platform capabilities and bring their feedback to Product and Engineering.
• Build reusable assets (prompt libraries, scripts, onboarding templates, playbooks) and share them with the Customer Success team.
• Deliver an exceptional customer experience through proactive communication and customer enablement resources.
• Liaise between product management, engineering, marketing and the customer, communicating roadmaps and generating insights.
• Drive training initiatives, maintain a training record, and answer level one support questions.
• Contribute to building and updating the knowledge base and implementation guides, with human review for accuracy.
• Keep customer data up to date across all platforms and verify the hygiene of new and existing data.

What you'll need

• 7+ years of experience in a technical customer-facing role such as Customer Success Engineer, Solutions Engineer, Sales Engineer, Implementation Engineer, or similar, with a cybersecurity background.
• Knowledge of the mission and practices of Customer Success functions.
• Experience with Software as a Service (SaaS), preferably at a security software company.
• Python scripting experience, including using APIs for workflow automation.
• Hands-on experience using LLMs or generative AI tools in technical work, including effective prompting.
• Practical judgment about AI limits: validating outputs, recognizing hallucinations, and protecting customer and confidential data.
• Knowledge of Single Sign-on (SSO), Okta, and similar identity providers.
• Experience in technical troubleshooting (product, software, etc.).
• Excellent communication skills and enjoyment in working directly with customers.
• Strong problem solver who thrives in an unstructured environment.
• Ability to explain technical concepts and recommendations clearly to customers.
• Team player who builds collaborative relationships with other departments.
• Organized in tracking customer requests.
• Ownership of the post-sales process, including kick-off, launch, health checks, and renewal/upsell.
• AI-first habits: reach for automation and AI first on repetitive implementation and onboarding work, and share what works.

Nice to have

• Bachelor's degree in computer science or a related field, a coding bootcamp, or equivalent work experience.
• CISSP, CISM, OSCP, or PMP certification.
• Experience building automations that call LLM APIs, or working with agentic or workflow tools.

Details

• Location: Bengaluru.
• Flexible hours and remote work options are offered.