Customer Success Engineer

Delinea • Redwood City, CA

2d

About The Position

Delinea is a pioneer in securing human and machine identities through intelligent, centralized authorization, empowering organizations to seamlessly govern their interactions across the modern enterprise. Leveraging AI-powered intelligence, Delinea’s leading cloud-native Identity Security Platform applies context throughout the entire identity lifecycle – across cloud and traditional infrastructure, data, SaaS applications, and AI. It is the only platform that enables you to discover all identities – including workforce, IT administrator, developers, and machines – assign appropriate access levels, detect irregularities, and respond to threats in real-time. With deployment in weeks, not months, 90% fewer resources to manage than the nearest competitor, and a 99.995% uptime, Delinea delivers robust security and operational efficiency without compromise. Learn more about Delinea on Delinea.com, LinkedIn, X, and YouTube.
Join our passionate, global team at Delinea and help us make the world a safer and more secure place. Our success is driven by world-class product leadership, outstanding engineers, and strategic investment from TPG. We value diversity, innovation, and a culture of respect and fairness. If you're ready to push boundaries and challenge the status quo in security, we want to hear from you.
Apply today to help us achieve our mission.
Customer Success Engineer Position Summary
The Customer Success Engineer (CSE) serves as the technical backbone for Customer Success Managers (CSMs). This pooled, non-billable role provides on-demand technical and strategic support to CSMs, helping them unlock the full value of solutions for customers without replacing Professional Services nor support. The CSE is not assigned to specific customers but addresses escalated issues on a case-by-case basis, fostering knowledge transfer to CSMs to build their self-sufficiency. While the CSE may engage directly with customers when necessary, the CSM remains the primary point of contact.

Requirements

• 4+ years related experience
• BA degree STEM focus or equivalent experience

Nice To Haves

• Preferred cybersecurity experience in the identity space

Responsibilities

• Provide expert technical guidance to CSMs on strategic tasks, such as unlocking solution value for all Delinea’s 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 CSM managers and the Director of Technical Success 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.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees