Technical Customer Success

• Serve as the primary technical contact for HUMAN’s clients during product integration.
• Coordinate development efforts, client version upgrades, and migrations.
• Troubleshoot technical issues and report discrepancies.
• Respond quickly to urgent team and client inquiries.
• Collaborate with Sales, Product, Operations, Engineering, and Detection teams to deploy, configure, and troubleshoot client services.
• Develop internal and external technical documentation to help customers self-serve and improve integrations.
• Act as a front-line product expert and explain HUMAN’s products and services to technical and executive audiences.
• Manage multiple simultaneous projects and track tasks to completion.
• Understand client infrastructure and services and identify where HUMAN’s products fit.
• Collaborate with Sales and Product leads to communicate client feature requirements.
• Protect the confidentiality and privacy of client data.
• Acclimate to and contribute to HUMAN culture.

Senior Customer Success Engineer

• Own onboarding for new enterprise accounts by configuring ThreatAware Protect environments and connecting and validating integrations
• Set up Vitals thresholds and tagging logic and orient stakeholders on the Dashboard, Device Explorer and Coverage Explorer
• Identify coverage and integration gaps through estate and usage analysis
• Run success-planning and strategy sessions connecting platform adoption to security and compliance outcomes
• Conduct Coverage and Vitals assessments and build remediation and protection plans
• Recommend integrations, tagging structures and platform architecture
• Track Functional Vitals and control health over time
• Deliver quarterly security posture reports
• Monitor account health signals and catch churn risk early
• Define mitigation plans and partner with Sales and CS leadership on renewal strategy
• Build business cases and ROI narratives supporting expansion
• Run checkpoint reviews and QBRs with stakeholders
• Engage CISO, CIO and Head of IT stakeholders and translate platform data into risk, status and opportunity updates
• Partner with Marketing on customer advocacy, case studies, references and adoption campaigns
• Operate as a flexible technical specialist across Tier 1 and Tier 2 accounts, and Tier 3 by exception
• Own technical success plans and adoption roadmaps
• Track and report measurable impact to inform the long-term CSE function
• Define playbooks, tooling and enablement materials for the Customer Success team
• Progress toward formally leading and mentoring the Customer Success Engineering team

Customer Success Engineer

• Provide technical leadership and field support for Wabtec OHV Drive Systems across Chile and other assigned territories
• Perform commissioning and startup activities for newly installed OHV Drive Systems following Wabtec Vehicle Test Instructions
• Diagnose and troubleshoot technical issues through onsite inspections, remote support, and system data analysis
• Monitor OHV fleet performance, identify root causes of failures, and coordinate corrective actions with engineering and product teams
• Submit field, commissioning, and technical reports through Salesforce, ServiceMax, and other approved systems
• Review warranty claims, provide technical assessments, and support failure investigations and component teardown activities
• Coordinate return shipments of RMA components for factory analysis and resolution
• Participate in NPI programs and provide field support for new product introductions
• Develop and maintain relationships with customers, OEMs, distributors, and internal stakeholders
• Participate in customer meetings, fleet reviews, biweekly OEM meetings, monthly ASM updates, and other business reviews
• Promote safety, regulatory compliance, One Wabtec culture, and continuous improvement initiatives throughout the assigned territory

Area Technical Support Manager

• Own technical readiness across all Swap products for launches, changes, and increasing scale
• Act as senior technical authority for troubleshooting, root-cause analysis, and resolution quality
• Partner with Product and Engineering on readiness reviews, risk identification, and roadmap support impact
• Support a follow-the-sun model with consistent technical coverage and decision-making
• Own high-severity, high-visibility, and executive technical escalations across regions and products
• Define prioritisation frameworks for incidents, escalations, and competing customer needs
• Coordinate cross-functionally on fast, durable resolutions and post-incident learning
• Manage, coach, and develop Technical Support team members, particularly as US headcount increases
• Establish global processes for escalations, incident management, and cross-team communication
• Improve support tooling, workflows, and metrics with Support Operations
• Monitor queue health, identify systemic issues, anticipate risk, and inform strategic decisions using data and trends
• Lead adoption of AI-driven support workflows and support automations
• Use AI-assisted tooling to improve prioritisation, root-cause detection, and knowledge surfacing
• Ensure AI systems are safe, explainable, and aligned with customer trust, security, and compliance requirements

Technical Customer Success jobs in United Kingdom

Senior Customer Success Engineer

Customer Success Engineer

Area Technical Support Manager

Manager, Technical Support