Advanced Support Engineer I

Overview

Advanced Support Engineer I for Delinea’s Global Technical Support team, handling escalated customer cases and advanced troubleshooting across Delinea products/platforms.

What you'll do

• Act as the primary point of contact for escalated customer cases and provide technical and case management.
• Diagnose, troubleshoot, and resolve advanced technical issues related to Delinea software products.
• Collaborate with peers, engineering, and product teams to identify root causes and deliver timely solutions.
• Manage sensitive or escalated situations professionally to repair and maintain customer trust.
• Document escalated case findings, solutions, and best practices to improve knowledge sharing.
• Provide feedback to product and engineering teams based on customer insights to drive continuous improvement.
• Mentor and coach Technical Support Engineers and support excellence in the global support team.

What you'll need

• Proven experience in enterprise-level customer support, technical support, and/or advanced troubleshooting for software solutions.
• Exceptional customer and case management skills to prioritize and manage multiple cases.
• Ability to work with difficult or frustrated customers while maintaining professionalism and rebuilding trust.
• Knowledge of networking protocols and troubleshooting including TCP/IP, DNS, routing, and firewalls.
• Working understanding of an operating system (Linux/Unix/Windows depending on environment).
• Working knowledge of software code debugging principles and techniques.
• Excellent English written and verbal communication skills to explain complex technical concepts.

Details

• Reports directly into a Support Manager for the Advanced Support Team.