Customer Success Engineer

About the company

The company 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. The company 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 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 the company’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’s and Leadership 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 the CSE Team, who evaluates relevance and, if approved. The CSE is assigned temporarily to the issue, not the customer or CSM.

What You’ll Bring

• 4+ years of related experience in a technical customer-facing role such as Solutions Engineering, Technical Support, or Customer Success.

• BA degree with STEM focus or equivalent experience.

• Preferred cybersecurity experience in the identity space.

• Working knowledge of PAM concepts (Privileged Access Management) and identity security solutions.

• Ability to troubleshoot technical issues and communicate solutions clearly to both technical and non-technical audiences.

• Strong collaboration and communication skills with a coaching mindset.

Why work at the company?

• 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 the company, 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.

The company 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 policy. In addition, all publicly posted social media sites may be reviewed.