Customer Success Engineer, HUMAN

• This role is ideal for someone who enjoys solving complex technical problems with customers, translating business and security requirements into practical implementation plans, and improving the systems and processes used to deliver customer outcomes at scale
• 3-5 years of experience in a customer-facing technical role such as Customer Success Engineering, Solutions Architecture, Technical Account Management, Sales Engineering, Professional Services, or Technical Support
• Demonstrated experience leading complex enterprise software, security, fraud, ad-tech, or infrastructure integrations
• Strong understanding of web applications, APIs, SDKs, HTTP, JavaScript, JSON, browser behavior, and common integration patterns
• Experience troubleshooting customer environments using tools such as browser developer tools, Postman, logs, dashboards, API documentation, and data queries
• Practical experience with configuration, traffic analysis, validation, or performance optimization; experience with detection logic and tuning is a plus
• Ability to analyze ambiguous technical problems, identify root causes, and drive issues to resolution across multiple teams
• Strong written and verbal communication skills, with the ability to explain technical concepts to engineers, operators, business stakeholders, and executive audiences
• Strong project-management and prioritization skills, including the ability to manage multiple enterprise customers and competing technical priorities
• Experience working with Jira, Confluence, or similar systems to manage technical work and document customer context
• Ability to set realistic expectations, establish clear ownership, and communicate progress transparently when issues are complex or timelines change
• Self-motivated, highly organized, curious, and comfortable operating in a changing environment
• Professional fluency in English and the ability to collaborate effectively across EMEA and global teams

Desirable

• We are looking for an Enterprise Customer Success Engineer to lead complex customer integrations across EMEA. You will serve as a trusted technical partner throughout the integration lifecycle—from implementation planning and deployment through validation, standard tuning, optimization, and ongoing support
• You will work closely with Technical Account Managers, Solutions Engineers, Sales, Product, Operations, Detection, Engineering, and Research teams. You will also help customers understand how HUMAN products work, what is required to integrate them successfully, and how to optimize their deployment while partnering with the internal teams responsible for detection and mitigation
• Own the technical delivery of complex enterprise integrations, including implementation planning, configuration, validation, troubleshooting, and launch readiness
• Lead customer-facing technical meetings, kickoff sessions, integration reviews, standard tuning discussions, and issue-resolution calls
• Translate customer architecture, use cases, traffic patterns, and security objectives into clear integration and partner with the tuning team by providing relevant customer context and requirements
• Guide customers through API, SDK, server-side, client-side, and console-based implementation activities as appropriate to their environment
• Run integration health checks, baseline validation, detection reviews, basic tuning adjustments, and ongoing optimization; escalate complex detection and mitigation requirements to the tuning team
• Investigate technical issues using logs, telemetry, dashboards, data analysis, browser tools, APIs, and other diagnostic methods
• Establish clear entrance and exit criteria for integration activities, coordinate tuning activities with defined criteria, and communicate risks, dependencies, timelines, and next steps
• Maintain accurate Jira records, including scope, use case, technical context, validation results, open issues, owners, and linked work
• Partner with TAMs to provide customer-ready updates, health summaries, technical recommendations, and progress reports
• Coordinate escalations with Engineering, Product, Operations, Detection, and Research teams, ensuring issues are clearly documented and actively followed through resolution
• Identify recurring implementation challenges and turn structured feedback into requirements for better product capabilities, documentation, tooling, customer workflows, and reusable playbooks
• Help improve the scalability of Customer Success Engineering through automation, standardization, self-service tooling, and repeatable processes
• Serve as a technical subject-matter expert and contribute knowledge, coaching, and best practices to the broader CSE team
• What success looks like
• Customers complete complex integrations with clear requirements, predictable milestones, and minimal avoidable rework
• Integration and standard tuning activities are validated against defined health, quality, and readiness criteria, with escalation to the tuning team for more complex tuning requirements
• Customer issues are investigated efficiently, documented clearly, and driven to resolution with the right internal teams
• Customers understand the status, risks, decisions, and next steps associated with their implementation
• Reusable processes, documentation, and automation reduce manual effort and improve consistency across the team
• Customer and field feedback is translated into meaningful improvements to HUMAN products, tools, and operating processes