Customer Success Engineer

Overview

Senior technical escalation point and subject matter expert for complex, high-impact issues across Delinea's product portfolio (excluding FastPath), supporting CSMs and CSEs on a temporary, non-billable basis.

What you'll do

• Serve as the top-tier technical escalation point for CSMs and CSEs on the most 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, coordinating across engineering, product, and support teams to drive resolution and communicate findings.
• Provide strategic technical advisory to CSMs for the organization's largest and most 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 that enable CSMs and CSEs to resolve common issues independently.
• Identify patterns in escalated issues to proactively 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, representing Delinea's technical expertise while the CSM retains the primary relationship.
• Collaborate with CS leadership to shape team processes, define escalation criteria, and establish metrics for measuring CSE impact.
• Stay current on industry trends, emerging threats, and competitive landscape in the PAM and identity security space.

What you'll need

• 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, with 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 working 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.

Nice to have

• Advanced degree or industry certifications (e.g., CISSP, CCSP, Security+).

Details

• Pooled, non-billable role; does not involve billable implementations, custom development, or long-term customer assignments.
• Engaged temporarily on issues rather than assigned to a customer or CSM.
• Operates with a high degree of autonomy.