Advanced Support Engineer

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🕒 April 9

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Climb Channel Solutions NA

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1982

🔌 API

🔒 Cybersecurity

☁️ SaaS

API • Cybersecurity • SaaS

Climb Channel Solutions NA is an IT distribution company focused on providing leading and innovative technology solutions. They support technology resellers by offering expertise in areas such as virtualization, cloud, data management, and cybersecurity, thereby enhancing their partners' success. Climb is dedicated to transforming IT distribution with exceptional service and an extensive vendor marketplace to facilitate business growth for its partners across various sectors, including public and private markets.

📋 Description

• 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.

🎯 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.

🏖️ Benefits

• competitive salaries • meaningful bonus program • excellent benefits, including healthcare insurance • pension/retirement matching • comprehensive life insurance • employee assistance program • time off plans • paid company holidays