Customer Success Engineer
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Job Description
Senior Customer Success Engineer resolving complex identity security and PAM issues for Delinea’s enterprise customers. Advising CSMs, mentoring engineers, and improving technical support processes.
Responsibilities:
- Serve as the top-tier technical escalation point for CSMs and CSEs on complex, multi-product, or high-severity issues involving Delinea’s product portfolio, excluding FastPath
- Lead root-cause analysis for persistent or cross-functional technical challenges
- Coordinate across engineering, product, and support teams to drive resolution and communicate findings
- Provide strategic technical advisory to CSMs for large and complex enterprise accounts, including architecture reviews, integration guidance, and optimization recommendations
- Mentor and coach CSE peers on troubleshooting methodologies, product knowledge, and customer engagement techniques
- Develop and maintain technical knowledge base content, runbooks, and best-practice documentation
- Identify patterns in escalated issues to recommend product improvements, inform roadmap priorities, and contribute to beta testing and early access programs
- Engage directly with customers at a senior technical level when escalated while ensuring the CSM retains the primary relationship
- Collaborate with CS leadership to shape team processes, define escalation criteria, and establish impact metrics
- Stay current on industry trends, emerging threats, and competitive landscape in PAM and identity security
- Support CSMs across the full Delinea product portfolio in a pooled, non-billable role
- Maintain boundaries with Professional Services; no billable implementations, custom development, or long-term customer assignments
Requirements:
- 7+ years of related experience in a senior technical customer-facing role such as Senior Solutions Engineer, Technical Lead, Senior Support Engineer, or equivalent
- BA degree with STEM focus or equivalent experience; advanced degree or industry certifications (e.g., CISSP, CCSP, Security+) preferred
- Deep cybersecurity experience in the identity and access management space
- Strong knowledge of PAM concepts, architectures, and competitive solutions
- Demonstrated ability to lead complex, cross-functional technical engagements with minimal supervision
- Proven track record of mentoring and developing technical talent
- Experience with enterprise-grade environments including Active Directory, cloud platforms (AWS, Azure, GCP), SIEM/SOAR integrations, and identity governance frameworks
- Strong written and verbal communication skills with the ability to convey complex technical concepts to executive and non-technical stakeholders
- Analytical mindset with the ability to identify systemic issues and drive process improvements
- Successful completion of comprehensive criminal background check
- Verification of education and employment
Benefits:
- Meaningful bonus program
- Healthcare insurance
- Pension/retirement matching
- Comprehensive life insurance
- Employee assistance program
- Time off plans
- Paid company holidays
- Career progression
- Culture of innovation
- Meaningful work
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