Customer Success Engineer

About Delinea:
Delinea is the identity security platform that continuously controls what AI agents, humans and machines can do and for how long. It extends privileged access management from the point of access to the moment of action, using just-in-time authorization to reduce standing privilege across on-premises, multi-cloud and short-lived infrastructure, without adding friction for legitimate users. Delinea provides visibility across every identity type, scores the risk each one carries, and preserves the context behind access decisions, making them auditable and defensible.

It supports both static and ephemeral access, letting teams apply Zero Standing Privilege where risk demands it without replacing existing infrastructure.

Position Summary

The Senior Customer Success Engineer (Senior CSE) is an advanced technical role within the Customer Success organization, serving as a subject matter expert and escalation point for complex, high-impact technical challenges. Building on the foundation of the CSE role, the Senior CSE handles the most technically demanding and strategically significant issues, provides mentorship to CSE peers, and drives the development of scalable processes, tooling, and knowledge assets that elevate the entire team’s capabilities.

This pooled, non-billable role supports CSMs across the full Delinea product portfolio (excluding Fast Path) and operates with a high degree of autonomy.

What You’ll Do

Lead top-tier technical escalation for CSMs and CSEs on the most complex, multi-product, or high-severity issues involving Delinea’s product portfolio (excluding Fast Path).

Lead root-cause analysis for persistent or cross-functional technical challenges, coordinating across engineering, product, and support teams to drive resolution and communicate findings.

Provide strategic technical advisory to CSMs for the organization’s largest and most complex enterprise accounts, including architecture reviews, integration guidance, and optimization recommendations.

Mentor and coach CSE peers, sharing expertise on troubleshooting methodologies, product knowledge, and customer engagement techniques to build team-wide self-sufficiency.

Develop and maintain technical knowledge base content, runbooks, and best practice documentation that enable CSMs and CSEs to resolve common issues independently.

Identify patterns in escalated issues to proactively recommend product improvements, inform roadmap priorities, and contribute to beta testing and early access programs.

Engage directly with customers at a senior technical level when escalated, representing Delinea’s technical expertise 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 competitive landscape in the PAM and identity security space to inform customer conversations and internal strategy.

Maintain clear boundaries with Professional Services; this role does not involve billable implementations, custom development, or long-term customer assignments.

Escalation and Assignment Process

Senior CSE engagements follow the same structured process as standard CSE assignments. CSMs escalate needs to the CSE Team, who evaluates relevance. The CSE is assigned temporarily to the issue, not the customer or CSM. The Senior CSE is engaged for issues requiring advanced expertise, cross-functional coordination, or strategic significance. The Senior CSE may also be proactively deployed for high-risk accounts or critical situations at the discretion of CS leadership.

What You’ll Bring

7+ years of related experience in a senior technical customer-facing role such as…