Customer Success Engineer

About Delinea:
Delinea is a pioneer in securing human and machine identities through intelligent centralized authorization empowering organizations to seamlessly govern their interactions across the modern enterprise. Leveraging AI-powered intelligence Delineas leading cloud-native Identity Security Platform applies context throughout the entire identity lifecycle across cloud and traditional infrastructure data SaaS applications and AI. It is the only platform that enables you to discover all identities including workforce IT administrator developers and machines assign appropriate access levels detect irregularities and respond to threats in real-time.

With deployment in weeks not months 90% fewer resources to manage than the nearest competitor and a 99.995% uptime Delinea delivers robust security and operational efficiency without compromise. Learn more about Delinea on Linked In X and You Tube.

Join our passionate global team at Delinea and help us make the world a safer and more secure place. Our success is driven by world-class product leadership outstanding engineers and strategic investment from TPG. We value diversity innovation and a culture of respect and fairness. If youre ready to push boundaries and challenge the status quo in security we want to hear from you.

Apply today to help us achieve our mission.

The Customer Success Engineer (CSE) serves as the technical backbone for Customer Success Managers (CSMs). This pooled non-billable role provides on-demand technical and strategic support to CSMs helping them unlock the full value of solutions for customers without replacing Professional Services nor support. The CSE is not assigned to specific customers but addresses escalated issues on a case-by-case basis fostering knowledge transfer to CSMs to build their self-sufficiency.

While the CSE may engage directly with customers when necessary the CSM remains the primary point of contact.

• Provide expert technical guidance to CSMs on strategic tasks such as unlocking solution value for all Delineas products except Fast Path facilitating information on integrations and features and answering in-depth technical questions.

• Assist in resolving stuck support cases bugs or feature requests by liaising with internal teams (e.g. engineering product) to accelerate progress and communicate updates primarily through CSMs.

• Engage in customer-facing discussions when escalated with direct customer contact as needed while ensuring the CSM remains the primary point of contact.

• Focus assignments on specific issues rather than customers; once an issue is resolved disengage from the engagement to return to the resource pool.

• Promote knowledge transfer during interactions coaching CSMs to handle similar situations independently in the future and reduce reliance on CSE support.

• Collaborate with CSM managers and the Director of Technical Success to prioritize requests and ensure alignment with team goals.

• Document interactions resolutions and best practices to contribute to internal knowledge bases and improve overall CSM capabilities.

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

Requests for CSE support follow a structured process: CSMs elevate needs to their manager who evaluates relevance and if approved requests the resource from the Director of Technical Success. The CSE is assigned temporarily to the issue not the customer or CSM.

• 4 years related experience

• BA degree STEM focus or equivalent experience

• Preferred cybersecurity experience in the identity space

• Were passionate problem-solvers helping the worlds largest organizations protect what matters most: their human and machine identities.

• We invest in people who are smart self-motivated and collaborative.

• What we offer in return is meaningful work a culture of innovation and great career progression.

• Spirited - We bring energy and…