Customer Success Engineer

Delinea•Redwood City, CA

4d•$89,760 - $112,200

About The Position

The Customer Success Engineer (CSE) is a pooled, non-billable technical resource supporting Customer Success Managers (CSMs). The role provides on-demand technical and strategic assistance to help CSMs unlock value from Delinea solutions, without replacing Professional Services or Support. CSEs are not assigned to specific customers; they address escalated issues case by case and promote knowledge transfer so CSMs can become more self-sufficient. The CSM remains the primary customer contact, although the CSE may engage directly with customers when needed. Assignments focus on individual issues rather than customers. Once an issue is resolved, the CSE disengages and returns to the resource pool. The position does not include billable implementations, custom development, or long-term customer assignments.

Requirements

At least 4 years of related experience in a technical customer-facing role such as Solutions Engineering, Technical Support, or Customer Success.
BA degree with a STEM focus or equivalent experience.
Working knowledge of Privileged Access Management (PAM) concepts and identity security solutions.
Ability to troubleshoot technical issues and communicate solutions clearly to technical and non-technical audiences.
Strong collaboration and communication skills, with a coaching mindset.

Nice To Haves

Cybersecurity experience, preferably in the identity space.

Responsibilities

Provide CSMs with technical guidance on strategic tasks and Delinea products, excluding FastPath, including integrations, features, and in-depth technical questions.
Help resolve stalled support cases, bugs, and feature requests by coordinating with internal teams such as Engineering and Product, and communicate updates primarily through CSMs.
Join escalated customer-facing discussions and contact customers directly when necessary, while keeping the CSM as the primary point of contact.
Work on specific issues rather than maintaining long-term customer assignments, and disengage when the issue is resolved.
Coach CSMs and transfer knowledge so they can handle similar situations independently in the future.
Collaborate with CSMs and leadership to prioritize requests and align work with team goals.
Document interactions, resolutions, and best practices for internal knowledge bases and to improve CSM capabilities.
Maintain boundaries with Professional Services; the role does not perform billable implementations, custom development, or long-term customer assignments.