delinea - Advanced Support Engineer
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Requirements
• The position reports directly into a Support Manager for our Advanced Support Team. • The work hours for this position are 10am - 7pm GMT. • 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.
Responsibilities
• 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.
Benefits
• 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 Delinea, 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.
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