Advanced Support Engineer

About Delinea:

Delinea is a pioneer in securing human and machine identities through intelligent, centralized authorization, empowering organizations to seamlessly govern their interactions across the modern enterprise. Leveraging AI-powered intelligence, Delinea’s leading cloud-native Identity Security Platform applies context throughout the entire identity lifecycle – across cloud and traditional infrastructure, data, SaaS applications, and AI. It is the only platform that enables you to discover all identities – including workforce, IT administrator, developers, and machines – assign appropriate access levels, detect irregularities, and respond to threats in real-time. With deployment in weeks, not months, 90% fewer resources to manage than the nearest competitor, and a 99.995% uptime, Delinea delivers robust security and operational efficiency without compromise. Learn more about Delinea on Delinea.com, LinkedIn X and YouTube.

Join our passionate, global team at Delinea and help us make the world a safer and more secure place. Our success is driven by world-class product leadership, outstanding engineers, and strategic investment from TPG. We value diversity, innovation, and a culture of respect and fairness. If you're ready to push boundaries and challenge the status quo in security, we want to hear from you.

Summary: 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. The work hours for this position are 10am - 7pm GMT.

What You’ll Do: • 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.

Why work at Delinea?

• 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.

What You’ll Bring:

• 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.