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WORK AT TIDAL CYBER

Lead Customer Success Engineer

Remote U.S.

Occasional Travel

About Tidal Cyber

Tidal Cyber is redefining how organizations approach cybersecurity. We pioneered Threat-Led Defense, helping security teams understand what threats matter most, how well they’re covered, and where to focus next.

Founded in 2022 by MITRE veterans, we’ve quickly moved from bold idea to rapid adoption. With Series A funding secured and strong market momentum, we’re scaling fast and Customer Success is at the center of that growth.

If you thrive in high-ownership environments, love building while executing, and want to shape the future of Customer Success at a breakout cybersecurity company, this role is for you.

 

About The Role

Tidal Cyber is seeking a Lead Customer Success Engineer to be the primary post-sale technical resource for customers and help scale our support, integration, and implementation processes.

This role will help customers onboard, configure integrations and SSO, troubleshoot issues, adopt the platform, and realize value. The ideal candidate has strong customer-facing technical skills, deep cybersecurity knowledge, and experience building repeatable processes in a startup environment.

 

Key Responsibilities

  • Serve as a post-sale technical advisor across onboarding, implementation, adoption, troubleshooting, and expansion.
  • Translate customer cybersecurity use cases into practical platform workflows and technical action plans to help customers align the platform to their security goals, workflows, and operating environment.
  • Configure and troubleshoot customer integrations, APIs, data connections, and technical workflows.
  • Capture customer feedback, recurring issues, feature requests, and product gaps for Product and Engineering.
  • Support renewals and expansions with technical credibility, adoption insights, and customer risk visibility.
  • Manage support operations, including ticket triage, response quality, escalations, trend analysis and reporting.
  • Coach and develop Technical Support Engineer(s).
  • Build scalable support, implementation, onboarding, escalation, and enablement processes.
  • Identify recurring blockers and turn them into improved documentation, workflows, automation, or product feedback.
  • Coordinate escalations across Product, Engineering, Support, Sales, and Customer Success.

Required Qualifications

  • Experience in customer success engineering, solutions engineering, technical account management, implementation, or support engineering.
  • Solid cybersecurity knowledge, including MITRE ATT&CK and standard cybersecurity workflows.
  • Familiarity with common cybersecurity tools such as SIEM, SOAR, EDR/XDR, threat intelligence, vulnerability management, ticketing, and identity platforms.
  • Experience configuring and troubleshooting integrations, APIs, data connections, SSO, and enterprise software.
  • Strong troubleshooting, communication, documentation, and customer-facing skills.
  • Ability to explain technical and cybersecurity concepts to technical and non-technical audiences.
  • Experience creating scripts in Python preferred.
  • Experience creating or improving support, implementation, onboarding, integration, or escalation processes.
  • Comfort working in a startup environment and balancing hands-on execution with process-building.
  • Ability to guide, coach, and prioritize work for a support representative.

Success Looks Like

  • Customers onboard faster and reach value sooner.
  • Integrations and SSO are implemented smoothly.
  • Technical issues are resolved quickly and consistently.
  • Support requests are prioritized, tracked, and closed effectively.
  • The support team has clear direction.
  • Repeat issues decrease through better documentation and process.
  • Customer Success becomes more scalable, less ad hoc, and more technically credible.

Location  

This is a U.S.-based, remote role. You should be available during core Eastern Time hours and able to travel occasionally to Reston, VA or other sites for team working sessions.

Compensation & Benefits

Competitive base salary commensurate with experience, annual cash bonus, equity, 401(k) with company match, generous company contribution to medical premiums, fully paid dental and vision, unlimited paid time off, and additional benefits.

How to Apply

Send a brief note on why this role is a great fit for you and your resume to Michelle.Grider@tidalcyber.com 
A real human will review and respond to serious submissions.