Advanced Support Engineer I

Delinea•Redwood City, CA

11d•$83,000 - $99,000

About The Position

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.

Requirements

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.

Nice To Haves

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.
Experience being the Administrator of a Delinea product would be a plus.

Responsibilities

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.