Customer Success Engineer II

Responsibilities

• Serve as the first line of response for customer issues through the Support Portal
• Gather details, reproduce issues, and provide Tier 1 troubleshooting
• Resolve Tier 2 issues using product knowledge and best practices
• Escalate complex cases to Tier 3 with complete documentation
• Maintain accurate records in Salesforce and Jira
• Contribute to FAQs, knowledge base articles, and training content
• Support Customer Success Managers in customer check-ins and success initiatives
• Monitor SLA commitments to ensure timely responses

Requirements

• 2–4 years of experience in technical support, help desk, or customer success in a B2B environment
• Strong troubleshooting and problem-solving skills
• Familiarity with SaaS products and ticketing systems like Salesforce and Jira
• Clear written and verbal communication skills
• Strong organizational skills and ability to manage multiple tickets
• US Citizenship required

Preferred Qualifications

• Bachelor’s degree in Computer Science, Information Systems, or a related field
• Relevant entry-level certifications such as CompTIA A+, Network+, or ITIL
• Prior internship experience in technical support

About the Company

RegScale is a continuous controls monitoring (CCM) platform purpose-built to deliver fast and efficient GRC outcomes, helping organizations bridge security, risk, and compliance through controls lifecycle management.