Customer Experience Engineer at SGNL

  • Customer Support
  • Fulltime
  • Anywhere (100% Remote) Only
Job Description

As a foundational member of the SGNL post-sales team you will apply your experience and expertise across all stages of the customer lifecycle including Implementation, Professional Services, Customer Training and Enablement, Technical Account Management, and Customer Support. In this role you will have the rare opportunity to work with a next generation authorization solution and make its industry pioneering customers successful at every step of their journey with SGNL.

This job is for you if -

  • You strive to make your customers and everyone around you successful
  • You love digging deep to find the best solutions
  • You look forward to working with new technologies & products and can’t wait to jump in
  • You enjoy variety and performing a wide range of tasks
  • You are excited about executing today while laying a foundation for tomorrow

About You

The right candidate will possess proven, customer facing, technical enterprise security experience.You have ability to quickly learn the SGNL product and its portfolio of solutions. You thrive when playing the role of expert - leading, guiding, and driving our customers to success and value. You're humble, doing what needs to be done in making customers successful, while helping to build a robust company.

You are versatile, able to thrive in a dynamic, entrepreneurial setting and you are comfortable managing competing and rapidly changing priorities and are able to bring order to ambiguous scenarios. You love finding solutions, going above and beyond and treating every customer as a premier guest.


  • Gather, analyze, and document post-sales requirements in order to plan implementation engagements and other services accordingly
  • Perform hands-on technical design, configuration, integration, and troubleshooting of the SGNL platform
  • Generate customer enablement material and train users and administrators of the SGNL platform
  • Advise and mentor users and administrators of the SGNL platform
  • Provide integration advice and direction to the administrators, developers, and owners of customer applications
  • Provide product support to customers using the SGNL Customer Support platform and process
  • Act as a liaison between Customers and Product Management to support product development
  • Lead interactions and collaboration with other SGNL teams such as Engineering and Product Management as needed to resolve escalated issues
  • Collaborate with sales team members on customer up-sell and cross-sell opportunities
  • Provide mentoring, guidance, and expertise to new or less experienced team members
  • Some out-of-hours work and being on-call will be required
  • 25% future travel required to customer sites

Minimum Qualifications

  • 10+ years working with enterprise applications and SaaS
  • 5+ years working within the IAM or security space
  • 5+ years in a customer facing technical role
  • Understanding of Identity and Access Management best practices
  • Understanding of enterprise identity and access management life cycle processes and standards
  • Experience with enterprise web technologies, security, modern infrastructures, operating systems, database management, and cloud infrastructure platforms
  • Ability to understand, configure, and integrate modern SaaS applications
  • Hands on experience using RESTful APIs
  • Demonstrable scripting experience (Go, Python, Shell, etc.)
  • Experience debugging systems and configurations
  • Excellent written and verbal communications
  • Ability to productively cross-collaborate with many teams

Preferred Qualifications

  • Bachelor's degree in Computer Science, Information Technology or related field.
  • Experience as a technical or implementation consultant in the IAM space delivering solutions to internal or external customers.
  • Software development experience (Java, Go, Ruby, .Net, PHP, REST/JSON, etc)

Additional Information

  • Base salary range for this position: $160,000.00 - $210,000.00 per year
  • Eligible to participate in SGNL's Equity Incentive Plan

*Final offer will be at the company's sole discretion and determined by multiple factors, including years and depth of relevant experience and expertise, location, and other business considerations. 

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