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Delinea is a cloud-native Identity Security Platform that secures human and machine identities through intelligent, centralized authorization. The company serves enterprise organizations globally, helping them govern identity interactions across cloud infrastructure, data, SaaS applications, and AI systems.
As a Technical Account Manager, you will serve as the primary technical trusted advisor for Delinea's Privilege Access Management solutions. You will work with enterprise customers to ensure successful deployment, configuration, and ongoing optimization of the platform. Your responsibilities include:
• Act as a technical subject matter expert and trusted advisor for customers, ensuring they derive maximum value from their Delinea investment
• Monitor customer health metrics and communicate results to sales, support, and renewals teams
• Deliver remote and on-site services including software configuration, onboarding, training, and troubleshooting
• Resolve high-priority issues impacting customer service delivery
• Track product releases, security vulnerabilities, and bugs; proactively notify customers of changes affecting their environments
• Serve as customer advocate within Delinea Engineering and Product Management for future roadmap items
• Conduct regular review sessions to validate customer plans, configurations, and designs
• Document customer environment details and share with internal teams for faster issue resolution
• Coordinate Early Beta Access programs for new releases
• Travel to customer facilities (primarily North America) for Quarterly Business Reviews and solution assessments
• Maintain high customer satisfaction scores
• Develop and present executive-facing reports summarizing situational updates and escalation themes
This is a hybrid role based in Mexico City (Tuesday, Wednesday, Thursday in-office at the Reforma location). You will work with complex, multi-divisional enterprise clients, often at the director level and above.
REQUIREMENTS:
• 4+ years of experience in a similar role: Customer Success Manager, Helpdesk Manager, Support Engineer, Professional Services Consultant, or Sales Engineer
• Understanding of applications, infrastructure, and processes in large organizations integrated with Privilege Access Management solutions
• Experience with Delinea or competing PAM solutions (CyberArk, BeyondTrust) is a plus
• Experience leading large, transformational technology projects across enterprise silos
• Ability to address significant technical challenges with minimal supervision
• Proven ability to plan, organize, and prioritize multiple projects weekly
• Comfort interfacing with complex, multi-divisional, multi-geographical clients at director level and above
• Demonstrated ability to quickly absorb new information
• Strong written and verbal communication skills; ability to articulate complex operations to technical audiences
• Ability to construct clear, concise documentation of operational procedures and proposed changes
TECHNICAL COMPETENCIES:
• Microsoft Active Directory administration and design
• Microsoft Windows Server administration and engineering
• Expertise with at least one major IaaS provider (Microsoft Azure or Amazon AWS)
• UNIX and/or Linux administration experience in large organizations
• NIS or LDAP administration (plus)
• Experience with cloud or as-a-service solutions
• Strong compliance knowledge (PCI, SOX, GLBA) related to infrastructure security and access management
• Working knowledge of UNIX authentication and authorization management, PAM, NSS, and Kerberos
• Experience with other PAS solutions (BeyondTrust, CyberArk)
• Scripting capabilities (Perl, PowerShell)
• Network Storage Device Administration (plus)
• Microsoft SQL Reporting Services (plus)
• Microsoft Clustering Services (plus)
• RabbitMQ or message brokering experience (plus)
