Customer Success Engineer
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Job Description
Senior Customer Success Engineer resolving complex enterprise identity security challenges for Delinea customers. Advising on PAM architecture, integrations, optimization, and scalable customer-success processes.
Responsibilities:
- Serve as the top-tier technical escalation point for 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 with engineering, product, and support teams to drive resolution and communicate findings
- Provide strategic technical advisory to CSMs for large and complex enterprise accounts
- Conduct architecture reviews, integration guidance, and optimization recommendations
- Mentor and coach CSE peers on troubleshooting, product knowledge, and customer engagement
- Develop and maintain technical knowledge base content, runbooks, and best-practice documentation
- Identify issue patterns to recommend product improvements, inform roadmap priorities, and contribute to beta and early access programs
- Engage directly with customers at a senior technical level when escalated
- Collaborate with CS leadership to shape processes, define escalation criteria, and establish impact metrics
- Stay current on industry trends, emerging threats, and the competitive PAM and identity security landscape
- Operate as a pooled, non-billable role with temporary issue assignments rather than customer or CSM assignments
- 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
- Deep cybersecurity experience in the identity and access management space
- Strong knowledge of PAM concepts, architectures, and competitive solutions
- Ability to lead complex, cross-functional technical engagements with minimal supervision
- Track record of mentoring and developing technical talent
- Experience with enterprise-grade environments including Active Directory, AWS, Azure, GCP, SIEM/SOAR integrations, and identity governance frameworks
- Strong written and verbal communication skills for conveying complex technical concepts to executive and non-technical stakeholders
- Analytical mindset with ability to identify systemic issues and drive process improvements
- Advanced degree or industry certifications such as CISSP, CCSP, or Security+ preferred
- Successful completion of comprehensive criminal background check, education verification, and employment verification upon conditional offer
Benefits:
- Meaningful work, a culture of innovation and great career progression
- Competitive salaries
- Meaningful bonus program
- Healthcare insurance
- Pension/retirement matching
- Comprehensive life insurance
- Employee assistance program
- Time off plans
- Paid company holidays
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