Customer Success Engineer (CSE)

The result: security teams move from firefighting to strategic work.

We're looking for a Customer Success Engineer to own the technical relationship with a portfolio of customer security teams, from onboarding through steady-state operation. You'll be the go-to technical partner for our customers' security engineers, answering most questions on the spot and serving as first-line response across shared channels. This is not a ticket-routing role: every Daylight account is a live integration project. You'll work alongside a Customer Success Manager who owns the commercial relationship, while you own the technical one.

Responsibilities

* Execute onboarding: run the integration checklist against contracted scope, set up escalation paths and on-demand paging, and drive accounts to silent-mode exit with status visible to the customer
* Run stale and non-stale activation tracks separately, keeping onboarding moving without CSM follow-up
* Serve as live first-line technical response in shared Slack or Teams channels and the Pylon queue
* Confirm integrations are live, sending data, and that the response policy is active; catch expiring tokens, lapsed permissions, and unannounced new tooling
* Run working sessions with customer security engineers on escalation and response policies, test notification rules end to end, and wire case data into their ticketing until analysts adopt it
* Tune detections, false escalations, and the end-to-end case experience
* Explain case dispositions clearly enough to expand response scope from investigations to quarantine and isolation
* Maintain Pylon knowledge base articles, service differentiator docs, escalation policies, and troubleshooting playbooks
* File field observations in Linear so Product and the SOC see what you see
* Deliver QBR technical content to the CSM ahead of the deck
* Escalate cleanly to the Solutions Architect pool when needed, with the investigation already done
* Travel roughly quarterly for customer visits, company events, or conferences

Requirements

* 4+ years in a customer-facing technical role such as CSE, TAM, Solutions Engineer or Architect, or Implementation Engineer
* Background in cybersecurity, ideally with experience in security operations, detection and response, MDR, or SIEM/EDR tooling
* Startup or high-growth experience where process is still being built
* Ability to hold a technical conversation with a customer's security engineer independently
* Hands-on scripting experience
* Working knowledge of APIs, SaaS integrations, log pipelines, and modern cloud architecture
* Ability to read logs, trace a workflow, isolate root causes, and communicate findings clearly
* Strong prioritization and written communication skills across multiple accounts
* Experience with structured onboarding and building a customer-facing knowledge base, an advantage