Customer Success Engineer II

RegScale is a continuous controls monitoring (CCM) platform purpose-built to deliver fast and efficient GRC outcomes. We help organizations break out of the slow and expensive realities that plague legacy GRC tools by bridging security, risk, and compliance through controls lifecycle management. By leveraging CCM, organizations experience massive process improvements like 90% faster certification times, and 60% less audit prep time. Today’s expansive security and compliance requirements can only be met with a modern, CCM based approach, and RegScale is the leader in that space.   

Position 

We are seeking a Customer Success Engineer II (CSE) to join our Customer Success team. This is a role that blends support and success responsibilities. As a CSE, you will provide Tier 1 and Tier 2 technical support for our customers, serving as the first line of response for issues through our Customer Portal. While much of your work will focus on troubleshooting and ticket resolution, you’ll also have opportunities to support broader customer success initiatives. CSEs are aligned by segment (Commercial or Federal) and work closely with Customer Success Managers and the Manager, Customer Success to ensure customers receive responsive, high-quality assistance with the RegScale platform. 

This position must be a US Citizen and is subject to a background check and unannounced drug testing requirements. The position is fully remote with an option of being based in our Boston, Knoxville, or DC area offices. Minimal travel for internal and customer meetings may be required. 

Activities 

• Serve as the first line of response for customer issues through the Support Portal.
• Gather details, reproduce issues when possible, and provide Tier 1 troubleshooting.
• Resolve Tier 2 issues when feasible by applying product knowledge and established best practices.
• Escalate complex or unresolved cases to Tier 3 with complete documentation.
• Maintain accurate records of customer interactions and resolutions in Salesforce and Jira.
• Contribute to FAQs, knowledge base articles, and training content to improve customer enablement.
• Support Customer Success Managers in customer check-ins and other success initiatives.
• Monitor SLA commitments to ensure timely, high-quality responses. 

Required Skills 

• 2–4 years of experience in technical support, help desk, or customer success roles in a B2B environment.
• Strong troubleshooting and problem-solving skills with attention to detail.
• Familiarity with SaaS products and ticketing/case management systems (Salesforce, Jira).
• Clear written and verbal communication skills for both technical and non-technical users.
• Strong organizational skills with the ability to manage multiple tickets at once.
• Curiosity and willingness to learn about cybersecurity, compliance, and enterprise SaaS. 

Education/Training, Qualifications, And Certification 

• Bachelor’s degree in Computer Science, Information Systems, or a related field preferred; equivalent practical experience considered.
• Relevant entry-level certifications (e.g., CompTIA A+, Network+, ITIL) or prior internship experience in technical support is considered a plus.