Advanced Support Engineer II

Delinea • Redwood City, CA

57d

About The Position

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 an experienced Advanced Support Engineer - II to join our Global Technical Support team. Building on the ASE-I foundation, this role focuses on providing deep technical leadership on complex, high pressure, cross-product escalations, performing advanced technical troubleshooting, and contributing to knowledge sharing and team mentorship. The ideal candidate demonstrates strong technical acumen, sound judgement under pressure, and a commitment to driving timely resolutions for our customers. The position reports directly into a Support Manager for our Advanced Support Team.

Requirements

• Proven experience in enterprise-level technical support, escalation and/or sustaining engineering.
• Strong diagnostic and troubleshooting skills across operating systems, applications, and network layers.
• Proficiency with scripting languages (PowerShell preferred) for troubleshooting and diagnostics.
• Ability to read and interpret code (e.g., C#, C++, Python, PowerShell, or similar).
• Familiarity with debugging tools and advanced troubleshooting techniques.
• Hands-on experience with some cloud environments (e.g. AWS, Azure, Google Cloud).
• Excellent English communication and organizational skills

Nice To Haves

• Hands-on experience with Delinea or other identity/security platforms.
• Bachelor's and/or advanced degree in Computer Science or similar discipline preferred (or equivalent work experience)
• Demonstrated experience leading escalation calls or incident response initiatives.
• A passion for creating reusable knowledge assets and mentoring others.
• Proficiency in another language (e.g. Spanish, French, German etc.) is a plus.

Responsibilities

• Provide technical leadership, troubleshooting guidance, and best practices recommendations to frontline Support teams, Sales Engineers, customers and partners, sometimes in escalated situations.
• Assist frontline Support teams to manage and resolve escalated customer issues requiring advanced technical analysis and cross-component troubleshooting.
• Collaborate closely with peers, Engineering, Product and Sales teams to isolate defects or UI/UX issues, propose interim solutions, and drive permanent fixes.
• Examine and interpret relevant sections of a product source code to gain insight into functionality, troubleshoot issues and identify potential defects.
• Create and execute PowerShell and SQL scripts to troubleshoot or resolve customer issues and configure and use SDKs with APIs (REST or SOAP) for advanced diagnostics and remediation.
• Develop, test, and provide interim solutions that allow customers to continue operations while permanent fixes are implemented.
• Log and document defects for Engineering for remediation when they are reproducible in-house or identified directly in code.
• Create and maintain Knowledge Base (KB) articles, troubleshooting guides and support best practices documentation to improve global support effectiveness.
• Actively contribute to knowledge sharing by leading or participating in internal training sessions, swarms, technical workshops or other training and collaboration sessions.
• Mentor and coach Technical Support Engineers and Advanced Support Engineer - I team members, fostering a culture of learning and excellence.
• Maintain clear, professional communication with customers and cross-functional teams throughout the support case lifecycle.
• Participate in on-call rotations (weekdays / weekends), providing senior level escalation support and ensuring timely incident resolution.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level