Role Description As a Customer Success Engineer at Nexla, you will serve as the critical technical bridge between our global customer base and our internal Engineering teams. In this role, you won't just close tickets; you will own the technical resolution process end-to-end. Leveraging your expertise in Python, SQL, and REST APIs, you will perform deep investigations into complex data integration issues, drive root cause analysis, and ensure our customers achieve their data goals. If you thrive in a 24x7 global environment and love digging into logs to solve intricate problems, this role is for you. Responsibilities - Perform deep technical investigations and solve complex issues reported by customers or proactively identified by Ops/L1 team. - Take end-to-end ownership of customer cases, including initial troubleshooting, identification of root cause, and case resolution. - Provide troubleshooting support to Nexla customers via multiple channels (email, support tickets, slack, virtual meetings, etc.). - Help customers round the clock and should be willing to work in shifts in a 24x7 work environment. - Investigate incidents utilizing the Nexla environment, connectors, logs, and other troubleshooting tools. - Drive root cause analysis in close partnership across several Engineering teams. - Document any known or newly identified solutions in our knowledge base and share this knowledge across the team. - Use judgment and effective communication skills to compose timely Global Alerts and issue visibility correspondence to other field teams like Sales, Customer Success. - Provide Support for product releases. Qualifications - Willingness to work in rotational shifts (including nights and weekends). - Minimum of 3-5 years of relevant work experience in technical support or related fields. - Strong dedication to customer satisfaction and advocacy. - Excellent written and verbal communication skills in English. - Highly developed, process-oriented skills for troubleshooting, problem-solving, and issue resolution. - Strong teamwork skills with a commitment to fostering a positive, ego-free workplace culture. - Ability to work in a fast-paced, highly collaborative, and global environment. - Excellent analytical abilities with strong attention to detail. - Technical Proficiency: - Strong Python programming. - Intermediate to advanced experience with databases (SQL, Oracle, Postgres, MySQL, MS SQL Server). - Extensive experience and a solid understanding of REST APIs and various authentication mechanisms (OAuth2, SSO, token-based authentication). - Proficiency in quickly writing Python or Shell scripts to assist in debugging or setting up alerts. - Good knowledge of data operations, especially with file formats such as CSV, XML, JSON, and Parquet. - Familiarity with Apache Airflow is an added advantage. - Experience with multiple operating systems, including Windows and UNIX/Linux. Location - Anywhere in India (preferably Bangalore). Benefits - Opportunity to work at the forefront of the GenAI revolution. - Be part of a critical layer of the modern data stack that powers the AI economy. - Work with industry titans like LinkedIn, DoorDash, and J&J. - Contribute to building infrastructure that democratizes data access for the next decade of innovation. - Engage in solving the hardest problems in data engineering.

• Own the technical setup process for district partners — from initial rostering configuration through data validation and successful launch — ensuring teachers and school leaders can seamlessly access Brisk. • Work with district IT teams to configure and troubleshoot SIS integrations via third-party rostering providers, ensuring student and staff data flows accurately into the platform. • Review, clean, and validate rostering data from districts to ensure it matches the formatting and structural requirements needed for a smooth end-user experience. • Serve as the primary technical point of contact for district IT stakeholders during implementation — investigating and resolving data issues, answering questions, and guiding them through each step of the process. • Independently manage a high volume of concurrent implementations on tight timelines, with particular intensity during the spring and summer months as districts prepare for the new school year. • Maintain excellent documentation and proactively update project status for internal team members across multiple implementation projects, elevating risks and proposing solutions. • Execute strong QA processes to verify that rostering data and platform configurations are correct before teacher-facing rollout begins. • Work closely with Account Executives, Customer Success Managers, and the customer support team — sharing progress, coordinating handoffs, and ensuring a seamless customer experience from sale through launch.

Role Description This role plays a critical part in our next phase of growth. You’ll serve as the strategic technical lead for our most complex enterprise customers, owning executive engagement, technical orchestration, and cross-organizational coordination, directly influencing how large enterprises secure and govern AI agents. This is a US based remote role supporting customers on the West Coast. The role requires flexibility to accommodate meetings across multiple U.S. time zones when needed and includes approximately 20–30% travel for customer on-site engagements and strategic meetings. What You’ll Do - Own the full technical and strategic success of Zenity’s most complex enterprise accounts, serving as the primary technical and executive-facing partner post-sale. - Lead complex, multi-party enterprise engagements across deployment, integrations, budgeting cycles, governance approvals, and long-term platform expansion. - Coordinate joint account motions involving customer stakeholders, Zenity internal teams, and large technology platform teams, ensuring alignment on strategy, integrations, and long-term value realization. - Run executive-level strategic reviews that clearly articulate risk posture improvements, roadmap alignment, integration progress, and expansion opportunities. - Serve as the single strategic point of coordination across Product, Engineering, Sales, and Field Engineering to streamline complex enterprise motions and reduce internal friction. - Own high-impact technical escalations end-to-end, maintaining executive visibility while driving resolution across internal teams. - Translate sophisticated enterprise requirements into structured success plans, identifying technical risks, integration dependencies, and phased deployment strategies. - Partner closely with Product and Engineering to surface strategic customer insights that influence roadmap direction and support the continued evolution of Zenity’s platform. - Contribute to scaling Zenity’s enterprise success model and best practices for managing strategic accounts. Onboarding & Implementation - Lead end-to-end onboarding processes, including discovery sessions, product training, risk analysis and assessment, solution design, platform configuration, technical integrations, and initial security posture setup. - Guide the customer through creating and establishing internal security programs for LCNC (low-code/no-code) and AI standards. - Translate customer business goals and security requirements into a tailored implementation plan to drive success. Technical Advisory & Security Guidance - Serve as the trusted technical advisor on security best practices for LCNC and AI agentic security, governance, and enterprise application security. - Provide hands-on guidance in configuring policies, platform risk areas, automations, and governance frameworks. - Investigate and troubleshoot security violations, providing clear remediation guidance and context. Customer Relationship & Value Realization - Maintain high-touch relationships with stakeholders to align Zenity’s value with business outcomes. - Proactively monitor platform usage, risk reduction metrics, and security improvements to demonstrate ROI. - Identify opportunities for optimization, expansion, and innovation in customer environments. Strategic Account Management - Lead Quarterly Business Reviews (QBRs) to present progress, risk posture improvements, and roadmap alignment. - Anticipate customer needs by staying current on evolving security threats, industry trends, and compliance requirements. - Partner with Sales, Product, and Engineering to advocate for customer needs in the product roadmap. Qualifications - Strong background in cybersecurity, application security, and governance frameworks. - Knowledge of low-code/no-code platforms, AI governance, and data protection (preferred). - Familiarity with industry standards and frameworks such as OWASP, MITRE, and others. - Strong data analysis capabilities. Requirements - 4+ years of proven experience in customer-facing technical roles. - Demonstrated ability to build strong relationships with stakeholders at all levels, from engineers to C-level executives. - Exceptional communication skills, with the ability to translate complex technical concepts into clear business value. - Experienced in leading customer journeys and delivering executive presentations, QBRs, and workshops. - Proactive and self-driven: Anticipates customer needs, identifies opportunities, and takes initiative without waiting for direction. - Collaborative team player: Works effectively across functions, building trust and alignment with both internal teams and customers. - Ownership mentality: Creates solutions, drives outcomes, and takes full responsibility for delivering results. - Startup mindset: Thrives in a fast-paced, dynamic environment with shifting priorities and evolving challenges. - Problem-solving oriented: Analyzes complex challenges, identifies root causes, and develops practical, innovative solutions that drive measurable impact. - Ability to travel approximately 20–30% for customer on-site engagements, strategic meetings, and company events. Interview Process - Recruiter Screen (30-45 minutes): Learn more about Zenity, the role, and how we work. - Hiring Manager Interview (30 minutes): An intro discussion about your technical background, customer management approach, and escalation ownership. - Exercise (QBR Presentation): Prepare and present a strategic QBR-style review outlining customer status, technical priorities, risk areas, and next steps. - Sales Engineering Leadership Interview (30 minutes): A conversation focused on collaboration, work style, and alignment. - Leadership Interview – CRO or CEO (30–45 minutes): Discussion focused on technical depth, security expertise, and cross-functional execution. Company Description Zenity is the leader in AI Agent Security and the first company to bring an agent-centric security platform to market. As enterprises accelerate AI agent adoption, we are establishing the security framework for how AI agents are secured and governed at enterprise scale. We deliver full-lifecycle visibility, governance, detection, prevention, and response for AI agents from build time to runtime, across SaaS, home-grown platforms, and end-user devices. Backed by $55M+ in funding, including a $38M Series B with strategic investment from Microsoft’s M12, Zenity is trusted by Fortune 500 enterprises globally. Join us in shaping how AI agents are secured at enterprise scale.

At Hubtype we run as a lean, tech-forward company, so our Customer Success team plays a hybrid role that combines classic CS ownership with project management. Our CSMs are the single point of contact for the customer and are accountable for the successful delivery of each project, partnering closely with our engineering team, who handle the actual development work. We are looking for a **Technical Customer Success Manager** who will own the **end-to-end customer journey**: from kickoff and discovery, through implementation and go-live, to adoption, retention, growth and renewal. The role is not about writing code, but about **understanding the customer's technical and business needs**, translating them into clear requirements for engineering, and orchestrating delivery across teams. Key responsibilities - Own a portfolio of strategic accounts as their main point of contact across the full lifecycle. - Lead project delivery: scoping, planning, coordinating internal and client teams, managing timelines, dependencies, risks and deliverables. - Run discovery sessions with customers to understand business goals, use cases and technical context. - Translate customer needs into clear, structured requirements that engineering can act on, and translate technical decisions back into business language for the customer. - Act as the bridge between the customer and Hubtype's engineering, product and solutions teams. The CSM does not build the solution but owns its delivery. - Analyze customer data and project status to identify blockers, anticipate issues and surface opportunities. - Drive adoption, monitor account health and identify upsell and expansion opportunities. - Run QBRs, executive reviews, trainings and workshops with both business and technical stakeholders. - Use AI tools daily to scale work: drafting, research, summarization, analysis, documentation and automation. - Capture customer feedback and feed it into the product roadmap.