Advanced Support Engineer I
Listed on the employer's job board (Ashby)
- Fully remote (Global)
- Advanced troubleshooting
- On-call rotation
- Mentoring duties
- English required
Join Delinea's Global Technical Support team as an Advanced Support Engineer I. You will serve as the primary contact for high-priority customer escalations, diagnosing and resolving advanced technical issues across the company's cloud-native identity security products. The role demands a blend of deep technical troubleshooting, case management, and the ability to rebuild trust with frustrated customers.
You will collaborate closely with engineering and product teams to identify root causes and improve the platform. Additionally, you will mentor Technical Support Engineers and contribute to knowledge sharing through documentation. Participation in a rotating on-call schedule is required to support production issues outside standard business hours.
What you'll do
- Manage escalated customer cases with technical expertise and empathy
- Diagnose and resolve advanced issues in Delinea software products
- Collaborate with engineering teams to identify root causes
- Document findings and best practices to prevent recurring issues
- Mentor and coach Technical Support Engineers
- Participate in a shared on-call rotation for off-hours support
What you'll need
- Proven experience in enterprise technical support or troubleshooting
- Strong customer management and prioritization skills
- Ability to handle difficult customers professionally
- Knowledge of networking protocols like TCP/IP, DNS, and firewalls
- Solid understanding of Linux, Unix, or Windows operating systems
- Working knowledge of software code debugging principles
- Excellent written and verbal English communication skills
Nice to have
- Bachelor’s degree in Computer Science or equivalent experience
- Knowledge of Cloud architectures such as AWS, Azure, or Google Cloud
- Understanding of Object-Oriented principles and .NET Framework
- Familiarity with scripting languages like C#, Python, or PowerShell
- Previous experience as an Administrator of a Delinea product
Stack
- Delinea
- Linux
- Unix
- Windows
- TCP/IP
- DNS
- .NET Framework
- C#
- C++
- Angular
- PowerShell
- Python
- Bash
- SQL
- AWS
- Azure
- O365
- Google Cloud
How you'll work
- Global remote work arrangement
- Shared on-call rotation including evenings and weekends
- No US work authorization sponsorship available
What you get
- Competitive salaries and meaningful bonus program
- Healthcare insurance coverage
- Pension and retirement matching
- Comprehensive life insurance
- Employee assistance program
- Paid time off and company holidays