Customer Success Engineer

Overview

The Customer Success Engineer (CSE) is a pooled, non-billable technical resource that provides on-demand support to Customer Success Managers (CSMs) to help unlock the full value of Delinea solutions for customers. The CSE is assigned to specific issues rather than customers and does not replace Professional Services or support.

What you'll do

• Provide expert technical guidance to CSMs on strategic tasks, such as unlocking solution value for all Delinea products except FastPath, facilitating information on integrations and features, and answering in-depth technical questions.
• Assist in resolving "stuck" support cases, bugs, or feature requests by liaising with internal teams (e.g., engineering, product) to accelerate progress and communicate updates primarily through CSMs.
• Engage in customer-facing discussions when escalated, with direct customer contact as needed, while ensuring the CSM remains the primary point of contact.
• Focus assignments on specific "issues" rather than customers; once an issue is resolved, disengage from the engagement to return to the resource pool.
• Promote knowledge transfer during interactions, coaching CSMs to handle similar situations independently in the future and reduce reliance on CSE support.
• Collaborate with CSMs and Leadership to prioritize requests and ensure alignment with team goals.
• Document interactions, resolutions, and best practices to contribute to internal knowledge bases and improve overall CSM capabilities.
• Maintain clear boundaries to avoid overlapping with Professional Services; this role does not involve billable implementations, custom development, or long-term customer assignments.

What you'll need

• 4+ years of related experience in a technical customer-facing role such as Solutions Engineering, Technical Support, or Customer Success.
• BA degree with STEM focus or equivalent experience.
• Ability to troubleshoot technical issues and communicate solutions clearly to both technical and non-technical audiences.
• Strong collaboration and communication skills with a coaching mindset.

Nice to have

• Cybersecurity experience in the identity space.
• Working knowledge of PAM concepts (Privileged Access Management) and identity security solutions.

Details

• Location: U.S. Remote