Manager, Technical Support - UK in Belfast

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.

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.

Summary: We’re seeking an experienced and self-driven Technical Support Manager to join our outstanding team. This individual is responsible for leading a team of engineers who provide analysis and resolution of issues across our platform. The Technical Support Manager is driven to ensure our customers receive a world-class experience as measured through well-defined KPIs.

What You'll Do:

• Providing world-class support to our EMEA customer base.
• Train and motivate a team of Support Engineers who are responsible for proposing mutual resolution success criteria, coordinating communication and resource efforts cross functionally, and resolving customer escalations in a timely manner.
• Foster and leverage key relationships inside Delinea to influence various functional groups to apply key resources to solve customer issues quickly.
• Develop and present executive-facing reports that summarize real-time situational updates and analysis as well as key themes extracted from escalations worldwide.
• Proactively engage with in-region and worldwide executives as appropriate, to improve customer relationships and demonstrate Delinea commitment to the customer at the highest levels.
• Conduct post mortems to determine the root cause of critical escalations and identify opportunities for continuous improvement in the customer experience.
• Evaluate staff performance and provide coaching and development guidance to help each engineer achieve his or her maximized performance.
• Implement KPIs to measure progress both at an individual and team level.
• Perform trending and analysis of escalations to ensure quality delivery of services to our customers.
• Onsite customer visits as required.

What You'll Need:

• BS degree or equivalent (BS degree in Computer Science / Computer Engineering is a plus).
• 8+ years of experience in an Enterprise Customer Support Organization, with a minimum 5 years of direct personnel management experience.
• Experience with process improvement methodologies/frameworks such as ITIL, Six Sigma.
• Excellent English communication and presentation skills (both verbal and written). Skill in a second applicable language is a definite advantage.
• Strong negotiation and objection handling skills.
• Knowledge of Microsoft Active Directory, Kerberos, LDAP and directory technologies (highly desirable).
• Strong technical aptitude and know-how of Single Sign-On, SAML, Unix systems, Mobile Device Management (MDM) concepts.
• Prior experience of Delinea products is a huge plus.
• Ability to travel on occasion.

What We'd Love to See:

• Quick learner with desire to learn new tools and techniques.
• Ability to thrive in a fast-paced environment and understand complex issues.
• Excellent analytical, problem solving skills and ability to independently manage projects.
• Track record in providing outstanding and unparalleled escalation management services.
• Be proactive with a positive attitude.
• Demonstrate a strong work ethic with a willingness to do what it takes to get the job done.

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.

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.