Summary:We are seeking a highly skilled Advanced Support Engineer - I to join our Global Technical Support team. This role requires a balance of technical expertise, escalated customer management, and problem-solving abilities across Delinea products/Platforms. The ideal candidate will excel at managing complex support cases, rebuilding customer trust in challenging situations, and driving resolutions that ensure customer success.
The position reports directly into a Support Manager for our Advanced Support Team.
What You'll Do:- Serve as the primary point of contact for escalated customer cases, delivering outstanding technical and case management.
- Diagnose, troubleshoot, and resolve advanced technical issues related to Delinea software product(s).
- Collaborate with peers, engineering and product teams to identify root causes and provide timely, high-quality solutions.
- Repair and maintain customer trust by managing sensitive or escalated situations with professionalism and empathy.
- Demonstrate a strong understanding of the product's features and use cases, including how they interact with operating system(s) to aid in debugging and troubleshooting.
- Document escalated case findings, solutions, and best practices to improve knowledge sharing and prevent recurring issues.
- Contribute to continuous improvement by providing feedback to product and engineering teams based on customer insights.
- Thrives in a culture of continuous learning; comes in with openness and excitement to grow, and understands that evolving technical knowledge is key to long-term success.
- Mentor and coach Technical Support Engineers and contribute to a culture of excellence within the global support team.
What You'll Bring:- Proven experience in enterprise-level customer support, technical support, and/or advanced troubleshooting roles for software solutions.
- Exceptional customer and case management skills, with the 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 the product's operating system (Linux/Unix/Windows, depending on environment).
- Working knowledge of software code debugging principles and techniques to analyze, troubleshoot, and understand product code functionality.
- Excellent English written and verbal communication skills, with the ability to explain complex technical concepts to diverse audiences.
- Strong analytical thinking, problem-solving skills, and attention to detail.
We'd Love to See:- Bachelor's and/or advanced degree in Computer Science or similar discipline preferred (or equivalent work experience)
- Strong knowledge of various Cloud architectures, AWS, Azure, O365, Google Cloud etc
- Strong understanding of Object-Oriented principles, the .NET Framework, relational databases
- Familiarity with a variety of scripting or coding languages (C#, C++, Angular, PowerShell, Python, Bash, SQL) is a plus.
- Do we want to add familiarity with our products in this? Experience being the Administrator of a Delinea product would be a plus.
For this Job, Delinea is not considering candidates that need any type of US work authorization now or in the future. This includes, but is not limited to: F1-OPT, F1-CPT, H-1B, TN, L-1, J1, etc.
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.
