Customer Success Engineer

Description:

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 You'll Do
 

• Provide expert technical guidance to CSMs on strategic tasks, such as unlocking solution value for all Delinea’s 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 You'll Bring
 

• 4+ years related experience
• BA degree STEM focus or equivalent experience
• Preferred cybersecurity experience in the identity space