Customer Success Engineer

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 FastPath) and operates with a high degree of autonomy.

What You’ll Do

• Serve as the top-tier technical escalation point for CSMs and CSEs on the most complex, multi-product, or high-severity issues involving Delinea’s product portfolio (excluding FastPath).
• 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 Senior Solutions Engineer, Technical Lead, Senior Support Engineer, or equivalent.
• BA degree with STEM focus or equivalent experience; advanced degree or industry certifications (e.g., CISSP, CCSP, Security+) preferred.
• Deep cybersecurity experience in the identity and access management space, with strong knowledge of PAM concepts, architectures, and competitive solutions.
• Demonstrated ability to lead complex, cross-functional technical engagements with minimal supervision.
• Proven track record of mentoring and developing technical talent.
• Experience working with enterprise-grade environments including Active Directory, cloud platforms (AWS, Azure, GCP), SIEM/SOAR integrations, and identity governance frameworks.
• Strong written and verbal communication skills with the ability to convey complex technical concepts to executive and non-technical stakeholders.
• Analytical mindset with the ability to identify systemic issues and drive process improvements.