Customer Success Engineer

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.

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.

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.

What you’ll do

• 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.