Advanced Support Engineer

We are seeking a highly skilled Advanced Support Engineer 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.

• 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.

• 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.

• 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.

• 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.

Delinea is an Equal Opportunity and Affirmative Action employer and prohibits discrimination and harassment of any type with regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Upon conditional offer of employment, candidates are required to complete comprehensive criminal background check, verification of education, and verification of employment, per employment policy. In addition, all publicly posted social media sites may be reviewed.