Advanced Support Engineer I

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.

Apply today to help us achieve our mission.

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.

The position reports directly into a Support Manager for our Advanced Support Team.

This role includes participation in a shared on-call rotation, which may require availability outside standard business hours, including evenings, weekends, and holidays, to support production issues and escalations. On-call responsibilities are distributed across the team on a rotating basis.

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.