Customer Success Engineer
Skyflow is a data privacy vault company built to radically simplify how companies isolate, protect, and govern their customers’ most sensitive data. With its global network of data privacy vaults, Skyflow is also a comprehensive solution for companies around the world looking to meet complex data localization requirements. Skyflow currently supports a diverse customer base that spans verticals like fintech, retail, travel, and healthtech.
Skyflow is headquartered in Palo Alto, California and was founded in 2019. For more information, visit www.skyflow.com or follow on X and LinkedIn.
About the role:
As the Customer Success Engineer, you will lead the technical customer consultation and support, getting customers onboarded to Skyflow smoothly and effectively. You and the team of Customer Program Managers will act as trusted advisors, providing technical guidance and best practices implementation support to our customers, helping them accelerate time-to-value of their investment.
We enable Customers in their journey of protecting and governing sensitive data by demonstrating and validating how the Skyflow Privacy Vault and Privacy API uniquely enable agility, while ensuring trust and compliance.
Beyond onboarding, you will also serve as a key technical owner during live customer incidents and escalations — coordinating across engineering, product, and support to drive rapid resolution of production issues and minimize customer impact. You will participate in an on-call rotation for critical customer escalations, aligned to APAC business hours with occasional cross-region coverage, balancing reactive incident response with proactive issue prevention and operational excellence.
You will also help stand up the Skyflow Support team to provide Technical Support to customers during and after their onboarding.
You have:
5+ years technical experience working on SaaS technology platforms
3+ years of experience in customer-facing roles
Experience working with python or javascript
Experience with incident response, production issue triage, and customer escalation management in a SaaS or cloud environment
Comfort participating in an on-call rotation and coordinating cross-functional response under time pressure
Ability to effectively communicate complex technical concepts (Written and Verbal), including clear customer-facing incident communications during live issues
Working experience with cloud technologies (Amazon Web Services, Google Cloud Platform, and/or Microsoft Azure)
Experience with API centric development technologies (OAS, GraphQL, REST, micro-services patterns and concepts)
Experience with both Client-side and Server-Side SDKs
Experience with Data Architectures (Databases, NoSQL data stores, ETL, Integration, etc.)
Application-level security experience (AuthN, AuthZ, Key Management, PBAC, ABAC, RBAC)
Experience in ideating solutions and working with technology partners
Experience working with end-users and an ability to articulate their challenges
An ability to execute efficiently in an ambiguous environment
You will:
Help with designing and building the best solution
Gain deep technical understanding of Skyflow's product and integration capabilities to engage with stakeholders in customer organizations.
Become an expert in Data privacy and "privacy by design" architectural approaches across industry segments.
Write basic code samples for Customers to reference during implementation
Steward customers through the technical onboarding process
Initial Technical Support Point of Contact for customers during and after implementation
Own technical escalations end-to-end: triage production issues, coordinate cross-functional incident resolution with engineering and product, and drive customer-impact mitigation through to root cause and follow-up
Participate in an on-call rotation for critical (P0/P1) customer issues, leading rapid response and keeping customer stakeholders clearly informed throughout the incident lifecycle
Identify recurring issue patterns and partner with engineering and product to drive proactive issue prevention and operational excellence
Consistently achieve successful results, even under tough circumstances
Show adaptability when faced with gaining support from varying audiences
Mentor and coach more junior members to encourage growth
Benefits:
Work from home expense
Excellent Health, Dental, and Vision Insurance Options (Varies by Country)
Unlimited PTO
Flexible Hours
Generous Equity
At Skyflow, we believe that diverse teams are the strongest teams. We invite applicants of all genders, races, ethnicities, nationalities, ages, religions, sexual orientations, disability statuses, educational experiences, family situations, and socio-economic backgrounds.