Technical Support Engineer at Crogl

Role: Customer Success Engineer Job Type: Full Time, Remote Crogl Fully Autonomous AI Team Member for Your SOC Join Crogl and be at the forefront of revolutionizing security operations with AI. As a Customer Success Engineer, you'll empower high-performance security teams by shaping the future of our cutting-edge security analytics platform. Our Customer Success team is growing. We're looking for self-starters who are committed to excellence, thrive in a fast-paced environment, and are excited to improve the lives of security teams. If this sounds like you, let's chat! What you'll be doing: - Own the customer support experience across ticketing, email, and shared Slack channels — triage, reproduce, and drive issues to resolution - Engage actively in the Crogl practitioner community (forums, shared channels, user groups) to answer questions, surface patterns, and build relationships with users beyond your assigned accounts - Diagnose technical issues across Crogl deployments in hybrid/on-prem and cloud environments, partnering with Engineering on root cause and fix delivery - Build and maintain the Crogl knowledge base — runbooks, troubleshooting guides, FAQs — so each ticket teaches the next customer - Act as the voice of the customer by aggregating support trends and feeding them to Product and Engineering to drive product improvements What you bring to the team: - 3-5 years of experience in technical support, customer engineering, or a similar customer-facing technical role - A track record of resolving complex technical issues across distributed systems, with strong debugging and log-analysis instincts - Familiarity with the concepts of API and data integration, this may also be a familiarity or understanding of coding languages (TypeScript, Go, Python, etc..) - Familiarity with applications deployed into secure customer networks composed of cloud and data center infrastructure - An effective communicator who can translate highly complex technical concepts to both technical and non-technical audiences with empathy and depth - Comfortable working asynchronously in public community channels and contributing to a knowledge base that customers and teammates rely on - Contribute to the internal knowledge base, best practices, and sharing insights gained from customer engagements to grow the Customer Success function from scratch What separates you from other candidates: - Proven experience supporting security products, or non-SaaS applications within enterprise networks and infrastructure - Hands-on experience with AI systems, machine learning models, and agentic frameworks - Experience building or moderating a technical user community (Slack, Discord, forums, user group) - A track record of thriving in fast-paced, agile environments with continuous integration and deployment Crogl is an equal opportunity employer and provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status.