Customer Success Engineer
Customer Success Engineer
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1 Vacancy
Job Description
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 LinkedIn X and YouTube.
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.
Customer Success Engineer Position Summary
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.
What Youll Do:
Provide expert technical guidance to CSMs on strategic tasks such as unlocking solution value for all Delineas products except FastPath 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.
Escalation and Assignment Process
Requests for CSE support follow a structured process: CSMs escalate 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.
What Youll Bring:
8-10 yrs related experience
BA degree STEM focus or equivalent
Preferred cybersecurity experience in the identity space
Delinea Culture & Benefits:
Why work at Delinea
Were passionate problem-solvers doing our part to make the world a safer place.
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 STRONGSpirited Trust Respect Ownership Nimble Global and guide our behaviors and success. 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 equity and bonus program and excellent benefits including a full suite of medical dental and vision insurance as well as pension/retirement matching comprehensive life insurance an employee assistance program generous discretionary time off (DTO) and paid company holidays. We support all families with paid leave for new birth adoption surrogacy or foster-to-adopt primary caregivers.
Delinea is an Equal Opportunity and Affirmative Action employer and prohibits discrimination and harassment of any type with regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws.
Upon conditional offer of employment candidates are required to complete comprehensive criminal background check verification of education and verification of employment per employment addition all publicly posted social media sites may be reviewed.
Employment Type
Full-Time
