delinea - Advanced Support Engineer I
Requirements
• The position reports directly into a Support Manager for our Advanced Support Team. • 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.
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
• Estimated Base Salary $83K – $99K • Offers Bonus • We are committed to fair and equitable pay. Compensation for this role is typically within the posted range; however, actual pay may vary based on experience, skills, business needs, and location. • We consider the scope of the role, individual experience, and contribution when determining compensation. • Eligible team members may also participate in performance-based bonus plans or role-based incentive programs. Details will be shared during the hiring process. • Upload your resume here to autofill key application fields. • Drop your resume here! • Parsing your resume. Autofilling key fields... • or drag and drop here • First and Last Name • What are your base salary expectations? If this application is for a sales role, please include OTE. • SQL and writing basic SQL queries • Active Directory management • Scripting (Powershell, Bash, Python) • Webservers (Apache, IIS) • Setting Group Policy Objects • Decline to self-identify • Hispanic or Latino - A person of Cuban, Mexican, Puerto Rican, South or Central American, or other Spanish culture or origin regardless of race. • Hispanic or Latino • White (Not Hispanic or Latino) - A person having origins in any of the original peoples of Europe, the Middle East, or North Africa. • White • Black or African American (Not Hispanic or Latino) - A person having origins in any of the Black racial groups of Africa. • Black or African American • Native Hawaiian or Other Pacific Islander (Not Hispanic or Latino) - A person having origins in any of the peoples of Hawaii, Guam, Samoa, or other Pacific Islands. • Native Hawaiian or Other Pacific Islander • Asian (Not Hispanic or Latino) - A person having origins in any of the original peoples of the Far East, Southeast Asia, or the Indian Subcontinent, including, for example, Cambodia, China, India, Japan, Korea, Malaysia, Pakistan, the Philippine Islands, Thailand, and Vietnam. • Asian • American Indian or Alaska Native (Not Hispanic or Latino) - A person having origins in any of the original peoples of North and South America (including Central America), and who maintain tribal affiliation or community attachment. • American Indian or Alaska Native • Two or More Races (Not Hispanic or Latino) - All persons who identify with more than one of the above five races. • Two or More Races • Hispanic or Latino • White (Not Hispanic or Latino) • Black or African American (Not Hispanic or Latino) • Native Hawaiian or Other Pacific Islander (Not Hispanic or Latino) • Asian (Not Hispanic or Latino) • American Indian or Alaska Native (Not Hispanic or Latino) • Two or More Races (Not Hispanic or Latino) • I identify as one or more of the classifications of protected veteran listed above • I am not a protected veteran
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