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Delinea is seeking an Advanced Support Engineer I to join its Global Technical Support team. This role serves as the primary point of contact for escalated customer cases, requiring a balance of technical expertise, customer management, and problem-solving across Delinea's identity security platform.
You will diagnose, troubleshoot, and resolve advanced technical issues related to Delinea software products, collaborating with peers, engineering, and product teams to identify root causes and deliver timely solutions. You'll repair and maintain customer trust by managing sensitive or escalated situations with professionalism and empathy, demonstrating strong understanding of product features and how they interact with operating systems to aid in debugging.
Key responsibilities include documenting escalated case findings and solutions to improve knowledge sharing, contributing feedback to product and engineering teams based on customer insights, and mentoring Technical Support Engineers to foster a culture of excellence. The role includes participation in a shared on-call rotation requiring availability outside standard business hours, including evenings, weekends, and holidays, to support production issues.
You'll thrive in a culture of continuous learning, bringing openness and excitement to grow your technical knowledge. This position reports directly to a Support Manager for the Advanced Support Team.
Delinea's platform applies AI-powered intelligence to discover all identities (workforce, IT administrators, developers, machines), assign appropriate access levels, detect irregularities, and respond to threats in real-time across cloud and traditional infrastructure, data, SaaS applications, and AI.
REQUIREMENTS:
- Proven experience in enterprise-level customer support, technical support, and/or advanced troubleshooting roles for software solutions
- Exceptional customer and case management skills with ability to prioritize and manage multiple cases effectively
- Strong ability to work with difficult or frustrated customers while maintaining professionalism and rebuilding trust
- Knowledge of networking protocols and troubleshooting (TCP/IP, DNS, routing, firewalls, etc.)
- Solid understanding of operating systems (Linux/Unix/Windows)
- Working knowledge of software code debugging principles and techniques
- Excellent English written and verbal communication skills, with ability to explain complex technical concepts to diverse audiences
- Strong analytical thinking, problem-solving skills, and attention to detail
- Must be a US citizen or have existing US work authorization (no visa sponsorship)
PREFERRED:
- Bachelor's degree in Computer Science or similar discipline (or equivalent work experience)
- Strong knowledge of cloud architectures (AWS, Azure, O365, Google Cloud)
- Strong understanding of Object-Oriented principles, .NET Framework, relational databases
- Familiarity with scripting or coding languages (C#, C++, Angular, PowerShell, Python, Bash, SQL)
- Experience as an Administrator of a Delinea product
