Advanced Support Engineer I

The role

This person will manage escalated customer cases and diagnose advanced technical issues for Delinea software products. They will collaborate with engineering and product teams to identify root causes and document solutions.

What you will do

• Serve as the primary point of contact for escalated customer cases
• Diagnose, troubleshoot, and resolve advanced technical issues related to Delinea software product(s)
• Collaborate with peers, engineering and product teams to identify root causes
• Repair and maintain customer trust by managing sensitive or escalated situations
• Demonstrate a strong understanding of the product's features and use cases
• Document escalated case findings, solutions, and best practices
• Contribute to continuous improvement by providing feedback to product and engineering teams
• Mentor and coach Technical Support Engineers

Required qualifications

• Proven experience in enterprise-level customer support, technical support, and/or advanced troubleshooting roles for software solutions
• Exceptional customer and case management skills
• Ability to work with difficult or frustrated customers
• 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
• Excellent English written and verbal communication skills
• Strong analytical thinking, problem-solving skills, and attention to detail

Nice to have

• Bachelor's and/or advanced degree in Computer Science or similar discipline
• 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)

Benefits

• competitive salaries
• meaningful bonus program
• healthcare insurance
• pension/retirement matching
• comprehensive life insurance
• employee assistance program
• time off plans
• paid company holidays

Before you apply

• Delinea is not considering candidates that need any type of US work authorization now or in the future
• Candidates are required to complete comprehensive criminal background check
• verification of education
• verification of employment
• publicly posted social media sites may be reviewed

About the company

Delinea 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.