Advanced Support Engineer I

Summary:

We are seeking a highly skilled Advanced Support Engineer – I 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.

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.

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.

• Do we want to add familiarity with our products in this? Experience being the Administrator of a Delinea product would be a plus.