Customer Success Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary technical escalation resource for intricate, multi-product, or high-severity issues related to Delinea’s product offerings, excluding FastPath.

• Facilitate root-cause analysis for ongoing or cross-functional technical issues.

• Collaborate with engineering, product, and support teams to expedite resolutions and share insights.

• Provide strategic technical guidance to Customer Success Managers (CSMs) for large-scale and complex enterprise clients.

• Perform architecture assessments, offer integration advice, and suggest optimization strategies.

• Mentor and guide Customer Support Engineers (CSEs) on troubleshooting techniques, product expertise, and customer interaction.

• Create and update technical knowledge base content, runbooks, and best-practice guidelines.

• Detect issue trends to propose product enhancements, influence roadmap priorities, and participate in beta and early access initiatives.

• Engage directly with customers at a senior technical level when issues are escalated.

• Work alongside Customer Success leadership to refine processes, establish escalation criteria, and define impact metrics.

• Remain informed about industry trends, emerging threats, and the evolving PAM and identity security landscape.

• Function as a pooled, non-billable position with temporary issue assignments rather than permanent customer or CSM responsibilities.

• Uphold clear boundaries with Professional Services; this role does not involve billable implementations, custom development, or protracted customer assignments.

⛳️ Requirements

• Over 7 years of relevant experience in a senior technical, customer-facing position such as Senior Solutions Engineer, Technical Lead, Senior Support Engineer, or a similar role.

• Bachelor's degree in a STEM field or equivalent experience.

• Extensive experience in cybersecurity within the identity and access management domain.

• Strong understanding of PAM concepts, architectures, and competitive solutions.

• Capability to lead intricate, cross-functional technical projects with minimal oversight.

• Proven history of mentoring and developing technical professionals.

• Familiarity with enterprise-grade environments including Active Directory, AWS, Azure, GCP, SIEM/SOAR integrations, and identity governance frameworks.

• Excellent written and verbal communication skills for articulating complex technical ideas to both executive and non-technical audiences.

• Analytical mindset with the ability to pinpoint systemic issues and promote process improvements.

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

• Successful completion of a thorough criminal background check, education verification, and employment verification upon conditional offer.

🏝️ Benefits

• Engaging work, a culture fostering innovation, and significant career advancement opportunities.

• Competitive salary packages.

• Rewarding bonus program.

• Comprehensive healthcare insurance.

• Pension and retirement matching.

• Extensive life insurance coverage.

• Employee assistance programs.

• Generous time-off policies.

• Paid company holidays.