Senior Customer Success Engineer

Remote. Posted a month ago

The role

You will be the technical owner of the customer experience after the sale. You will implement and integrate customers, troubleshoot hard problems, and teach teams to run Opal.

What you will do

Be the technical support lead for enterprise customers.
Take tier 2/3 issues from tickets and shared Slack channels.
Investigate bugs and misconfigurations and provide reproductions to engineering.
Drive technical adoption by helping customers roll out Opal to more teams, apps and resources.
Run enablement sessions and office hours.
Lead customer implementations from technical kickoff to go-live.
Design integration plans including identity provider, SSO, SCIM, cloud, app integrations, and Terraform or API-based configuration.
Contribute to public documentation, sample code, runbooks and troubleshooting guides.
Build the support and implementation playbook including severity levels and escalation paths.
Log and prioritize bugs and bring structured customer feedback to product and engineering.

Required qualifications

5+ years in a customer-facing technical role.
Understand SSO, SAML, OIDC and OAuth, SCIM provisioning, identity providers such as Okta or Entra ID, and how enterprises manage access and reviews.
Hands-on with AWS, Azure or GCP, and with Terraform and Kubernetes.
Experience running implementations from kickoff to go-live.
Write clear tickets, docs and customer updates.
Experience working with a ticketing or support platform such as Zendesk, Linear or Jira.

Nice to have

Ideally in security or identity SaaS
Worked at a Series A-C company

About the company

Opal is building modern identity governance for the AI era. Their mission is to bring clarity, control, and confidence to complex enterprise environments.