Customer Success Engineer

Delinea•Redwood City, CA

1d•$89,760 - $112,200

About The Position

The Senior Customer Success Engineer (Senior CSE) is an advanced technical role within Delinea’s Customer Success organization. This pooled, non-billable role supports CSMs across the Delinea product portfolio, excluding FastPath, and operates with a high degree of autonomy. The Senior CSE serves as a subject matter expert and escalation point for complex, high-impact technical challenges, provides mentorship to CSE peers, and develops scalable processes, tooling, and knowledge assets to elevate the team’s capabilities. Senior CSE engagements follow the structured process used for standard CSE assignments. CSMs raise needs to the CSE Team, which evaluates relevance, and the CSE is temporarily assigned to an issue rather than to a customer or CSM. The Senior CSE is engaged when advanced expertise, cross-functional coordination, or strategic significance is required. CS leadership may also deploy the Senior CSE proactively for high-risk accounts or critical situations. The role does not include billable implementations, custom development, or long-term customer assignments, and maintains clear boundaries with Professional Services.

Requirements

At least 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 a STEM focus or equivalent experience.
Deep cybersecurity experience in identity and access management, 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 with enterprise-grade environments, including Active Directory, AWS, Azure, or GCP cloud platforms, SIEM/SOAR integrations, and identity governance frameworks.
Strong written and verbal communication skills, including the ability to explain complex technical concepts to executive and non-technical stakeholders.
Analytical mindset and ability to identify systemic issues and drive process improvements.

Nice To Haves

An advanced degree or industry certifications such as CISSP, CCSP, or Security+.

Responsibilities

Serve as the top-tier technical escalation point for CSMs and CSEs on 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 with engineering, product, and support teams to resolve issues and communicate findings.
Advise CSMs on strategic technical matters for large and complex enterprise accounts, including architecture reviews, integration guidance, and optimization recommendations.
Mentor and coach CSE peers in troubleshooting methodologies, product knowledge, and customer engagement techniques.
Develop and maintain technical knowledge base content, runbooks, and best-practice documentation.
Identify patterns in escalated issues, recommend product improvements, inform roadmap priorities, and contribute to beta testing and early access programs.
Engage directly with customers on escalated issues at a senior technical level 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 the competitive landscape in PAM and identity security.
Maintain boundaries with Professional Services; do not perform billable implementations, custom development, or long-term customer assignments.