Customer Success Engineer

Delinea; Redwood City (CA); On-site; USD 140,000 - 170,000; Full time

Benefits offered by this job

Competitive salaries

Meaningful bonus program

Healthcare benefits

Pension/retirement matching

Life insurance

Employee assistance program

Paid time off & company holidays

Job summary

Delinea is seeking a Senior Customer Success Engineer in the Redwood City area to serve as a high-level technical escalation point across the product portfolio. The role emphasizes mentorship, scalability of processes, and close collaboration with engineering, product, and support teams.

You will guide senior enterprise accounts with architecture reviews, integrations, and optimization strategies while maintaining strong customer relationships and driving knowledge sharing within the team.

Qualifications

• 7+ years in a senior technical customer-facing role or equivalent.
• BA degree with STEM focus; advanced degree or industry certifications preferred.
• Deep cybersecurity experience in identity and access management, PAM concepts.
• Proven ability to lead complex cross-functional technical engagements.

Responsibilities

• Serve as the top-tier technical escalation point for complex issues across Delinea product portfolio (excluding FastPath).
• Lead root-cause analysis with cross-functional teams to drive resolution.
• Provide strategic technical advisory to senior accounts including architecture reviews and integration guidance.
• Mentor and coach CSE peers to build team-wide self-sufficiency.
• Develop knowledge base content, runbooks, and best practices for customer support.
• Identify patterns in escalations and contribute to product improvements and roadmap input.
• Engage with customers at senior technical level while maintaining CSM relationship.
• Collaborate with CS leadership to shape processes and metrics.
• Stay current on PAM and identity security trends to inform conversations.

Skills

Senior technical role

Cross-functional leadership

Mentoring/coaching

Analytical mindset

Strong communication

Education

BA in STEM

Advanced degree or certs preferred

Tools

Active Directory

AWS

Azure

GCP

SIEM

SOAR

Job description

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 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 elevate 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.

Why work at Delinea?

• We’re passionate problem-solvers helping the world’s 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.

At Delinea, our core values are STRONG and guide our behaviors and success:

• Spirited - We bring energy and passion to everything we do
• Trust - We act with integrity and deliver on our commitments
• Respect - We listen, value different perspectives, and work as one team
• Ownership - We take initiative and follow through
• Nimble - We adapt quickly in a fast-changing environment
• Global - We embrace diverse people and ideas to drive better outcomes

We believe weaving these core values into our day-to-day actions, and our process for hiring, evaluating, and promoting employees, helps us cultivate a work environment that embraces collaboration and camaraderie.

We take care of our employees. We offer competitive salaries, a meaningful bonus program, and excellent benefits, including healthcare insurance, as well as pension/retirement matching, comprehensive life insurance, an employee assistance program, time off plans, and paid company holidays.

Delinea is an Equal Opportunity and Aff…

Upon conditional offer of employment, candidates are required to complete comprehensive criminal background check, verification of education, and verification of employment, per employment policy. In addition, all publicly posted social media sites may be reviewed.