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.

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.
• Thrive in a culture of continuous learning; come in with openness and excitement to grow, and understand 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.

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 behaviours 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 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.