Customer Success Engineer

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

📋 Description

• Act as the primary technical escalation resource for Customer Success Managers (CSMs) and Customer Support Engineers (CSEs) on intricate, multi-product, or high-severity issues related to Delinea’s product suite, excluding FastPath.

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

• Collaborate with engineering, product, and support teams to facilitate solutions and communicate outcomes.

• Provide strategic technical advice to CSMs for large-scale enterprise accounts, including architecture assessments, integration support, and optimization suggestions.

• Guide and mentor CSE colleagues on troubleshooting techniques, product expertise, and customer interaction strategies.

• Create and sustain technical knowledge base content, runbooks, and best-practice documentation.

• Recognize trends in escalated issues to propose product enhancements, influence roadmap priorities, and participate in beta testing and early access initiatives.

• Interact directly with customers at a senior technical level when issues are escalated, while ensuring the CSM maintains the primary relationship.

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

• Stay updated on industry developments, emerging threats, and the competitive landscape in PAM and identity security.

• Support CSMs across the entire Delinea product suite in a pooled, non-billable capacity.

• Maintain clear boundaries with Professional Services, avoiding billable implementations, custom development, or long-term 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 comparable role.

• Bachelor’s degree with a focus on STEM or equivalent experience; advanced degrees or industry certifications (e.g., CISSP, CCSP, Security+) are preferred.

• Extensive cybersecurity expertise in the identity and access management domain.

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

• Proven capability to lead complex, cross-functional technical initiatives with minimal oversight.

• Established history of mentoring and nurturing technical talent.

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

• Excellent written and verbal communication skills, with the ability to articulate complex technical ideas to both executive and non-technical audiences.

• Analytical mindset with the capacity to identify systemic issues and foster process enhancements.

• Successful completion of a comprehensive criminal background check.

• Verification of educational and employment history.

🏝️ Benefits

• Meaningful bonus program.

• Healthcare insurance.

• Pension/retirement matching.

• Comprehensive life insurance.

• Employee assistance program.

• Time off plans.

• Paid company holidays.

• Career progression opportunities.

• Culture of innovation.

• Meaningful work.