Senior Customer Success Engineer

At Halcyon Labs , our software supply chain security and threat intelligence solutions have become essential to advancing Cybersecurity maturity around the globe. We're on a journey to expand adoption and accelerate growth by hiring the top talent across the security industry. Notable breaches such as SolarWinds, CircleCI and 3CX have elevated software supply chain security as a top initiative across every organization developing or purchasing software. Only Halcyon Labs delivers the software package analysis speed and intelligence needed to protect against this critical area of risk. Our vision is clear. Arming every company with end-to-end insights to ensure development releases securely, IT purchases safely, and the SOC can effectively detect, isolate and respond. We are seeking extraordinary talent for this game changing opportunity to help forge this transformational journey at Halcyon Labs . As a Senior Customer Success Engineer (CSE), you will serve as the technical owner and trusted advisor for our most strategic customers. In this role, you’ll be deeply embedded in customer environments—leading deployments, proactively managing system health, and driving the adoption of Halcyon Labs solutions to maximize security value. Your work will focus on delivering a seamless and impactful customer experience throughout the lifecycle. You will collaborate closely with Solution Consultants and Account Executives to align technical outcomes with customer security goals, and play a critical role in expansion and renewal readiness. Additionally, you’ll serve as a conduit between customers and Halcyon Labs Product and Engineering teams—capturing technical feedback, identifying product gaps, and influencing the roadmap based on frontline insight. What You Will Do Serve as the primary technical point of contact for assigned strategic accounts, leading all phases of the customer lifecycle from deployment to optimization. Drive onboarding and deployment efforts, ensuring technical go-live within defined SLAs and tailoring configurations to meet customer-specific requirements. Conduct regular technical reviews to assess system health, validate integrations, and provide proactive remediation guidance. Monitor product usage, identify adoption gaps, and lead enablement sessions to increase the use of licensed features and expand technical maturity. Partner with Customer Success Managers, Account Executives, and Solution Architects to align technical outcomes with strategic business goals. Lead or participate in QBRs and technical deep dives, providing data-backed insights on system performance, adoption metrics, and risk posture. Triage and resolve complex technical escalations, working cross-functionally with Support and Engineering as needed. Provide structured feedback to Product teams based on recurring customer needs, deployment challenges, and enhancement requests. Support expansion planning by validating technical readiness and providing architectural guidance for new use cases or modules. Maintain customer-specific technical documentation, including runbooks, architecture diagrams, and deployment artifacts. Participate in monthly syncs, health check cadences, and cross-functional reviews to ensure consistent engagement and visibility. Other duties as assigned What We Are Looking For Proven experience supporting enterprise customers in a technical advisory or TAM role, ideally within cybersecurity, application security, or software supply chain security domains Hands-on experience with application security tools, or threat detection platforms, including deployment, troubleshooting, and architecture guidance Strong ability to build technical trust and influence cross-functionally across Customer Success, Product, Support, and Sales teams Excellent communication and stakeholder management skills, including the ability to explain complex technical concepts to both practitioners and executives Demonstrated success in proactively identifying risks, driving adoption, and improving platform stability through structured technical engagement Experience leading technical QBRs, producing architecture diagrams, and maintaining customer-specific documentation Strong analytical and problem-solving skills with a data-driven mindset Bachelor's degree in a technical or related field 6–8 years of relevant experience in a customer-facing, technically hands-on role supporting large enterprise accounts Benefits & Perks: Designed for How You Work, Live, and Grow 💰 Compensation & Financial Security Base Salary: $169,000 – $179,000 plus performance-based bonus or commission (role-dependent), a comprehensive Total Rewards package and equity so you share in the success you help build. 401(k) with both Traditional and Roth options to support your long-term financial goals Flexible Spending Accounts (Health Care & Dependent Care) to help maximize tax savings 🩺 Health & Well-Being Exceptional medical coverage, Halcyon Labs covers nearl