Customer Success Engineer

• 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, sharing expertise on troubleshooting methodologies, product knowledge, and customer engagement techniques to build team-wide self-sufficiency.
• 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 ensuring 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 to inform customer conversations and internal strategy.
• Maintain clear boundaries with Professional Services; this role does not involve billable implementations, custom development, or long-term customer assignments.

• 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, 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.

• We're passionate problem-solvers helping the world's largest organizations protect what matters most: their human and machine identities.

• We invest in people who are smart, self-motivated, and collaborative.

• What we offer in return is meaningful work, a culture of innovation and great career progression.

• Spirited - We bring energy and passion to everything we do

• Trust - We act with integrity and deliver on our commitments

• Respect - We listen, value different perspectives, and work as one team

• Ownership - We take initiative and follow through

• Nimble - We adapt quickly in a fast-changing environment

• Global - We embrace diverse people and ideas to drive better outcomes

We believe weaving these core values into our day-to-day actions, and our process for hiring, evaluating, and promoting employees, helps us cultivate a work environment that embraces collaboration and camaraderie. We take care of our employees. We offer competitive salaries, a meaningful bonus program, and excellent benefits, including healthcare insurance, as well as pension/retirement matching, comprehensive life insurance, an employee assistance program, time off plans, and paid company holidays. Delinea is an Equal Opportunity and Affirmative Action employer and prohibits discrimination and harassment of any type with regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Upon conditional offer of employment, candidates are required to complete comprehensive criminal background check, verification of education, and verification of employment, per employment policy. In addition, all publicly posted social media sites may be reviewed.