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Customer Success Engineer at UpGuard


Sydney, NSW

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UpGuard’s mission is to protect the world’s data. We obsessively seek out elegant, robust ways to enable our customers to find, acknowledge, and remediate cyber risk. With UpGuard, organizations leverage our security expertise and software to automate what were once laborious, spreadsheet-driven processes–whether it's monitoring the attack surface of hundreds of vendors or assessing the security of their own infrastructure. UpGuard is used by some of the world’s largest, fastest growing, and most innovative companies. 

Why are we hiring this role?

As we continue to grow, our demand to provide efficient technical support to our team and customers also grows. We are now at a stage where we need someone to come in and own that function! You would be working on cybersecurity products and analysing interesting and tricky technical questions about internet security.

What will you accomplish?

  • Respond to technical inquiries and provide solutions to our internal teams and customers
  • Manage and resolve support issues with a high degree of technical complexity
  • Work collaboratively with the team to understand the changing needs of our customers
  • Drive continuous improvement by documenting and standardising support processes for our customers along with capturing/developing best practices
  • Developing tools that will help in diagnosing, resolving or triaging hard-to-get-at problems as efficiently and promptly as possible
  • Documenting knowledge in the form of incident notes, technical articles and contributions to knowledge base or forums within specific areas of expertise
  • Effectively prioritising requests ensuring a timely follow-up and relaying lessons learned to our other client-facing and technical teams

What do we need from you?

  • Excellent problem solving and analytical skills with an aptitude for learning new technologies
  • Ability to be autonomous, resourceful, and a proactive self-starter, while also remaining process-oriented and a team player
  • Strong communication skills and the ability to interface both with technical and non-technical individuals as needed
  • Work experience of SQL, with the ability to construct complex queries
  • Proven diagnosis and investigation experience within a software/IT support function 
  • Bachelor’s degree in computer science, software engineering, or a related field

What would give you an edge?

  • Experience in cybersecurity or a strong willingness to learn
  • Programming skills with the ability to understand source code
  • Experience working in a SaaS environment

What's in it for you?

  • Rapidly growing user base: Work directly with some of the world’s largest, fastest growing, and most innovative companies
  • Interesting problems, at scale: Deeply explore the ever-evolving world of cybersecurity, with a platform processing billions of data points daily
  • Learn from industry-leading experts: Our security research has been featured in The New York Times, The New Yorker, The Washington Post, TechCrunch, Bloomberg, Gizmodo, Engadget, Forbes, ZDNet, and The Guardian
  • Impact: See the impact of your work on a daily basis, with data and impact available on dashboards you have access to
  • Work-life balance: No late finishes or unneeded stress, keep your plans with friends and family
  • Generous compensation: Extremely competitive base salary and equity 
  • Great perks: Free lunch, flexible work arrangements, and gym reimbursement

Please note that at this time, we cannot support candidates requiring visa sponsorship or re-location. Apologies.

About UpGuard

Office address

  • 235 Clarence Street, Sydney CBD, NSW, 2000
  • Hobart, TAS, 7000
  • Melbourne CBD, VIC, 3000
  • Brisbane CBD, QLD, 4000
  • Perth CBD, WA, 6000

Company size

11-50 people

Founded in


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