Advanced Support Engineer I

🕒 August 20

🇺🇸 United States – Remote

💵 $83k - $99k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Delinea

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2021

🔒 Cybersecurity

☁️ SaaS

🏢 Enterprise

💰 Private Equity Round on 2021-03

Cybersecurity • SaaS • Enterprise

Delinea is a cybersecurity company that provides privileged access management (PAM) and identity security software. The Delinea Platform (powered by Iris AI) continuously discovers and inventories human, machine, and AI identities across cloud, on-premise, hybrid, and SaaS environments; vaults, rotates, and governs credentials; enforces just-in-time and zero standing privilege; performs identity posture and threat analysis; and provides real-time, policy-based runtime authorization and auditing for privileged access and AI agents.

📋 Description

• Serve as the primary point of contact for escalated customer cases • Deliver technical support and case management for complex customer issues • Diagnose, troubleshoot, and resolve advanced technical issues related to Delinea software products and platforms • Collaborate with peers, engineering, and product teams to identify root causes and provide timely, high-quality solutions • Manage sensitive or escalated situations professionally and empathetically to rebuild customer trust • Apply product and operating-system knowledge to debugging and troubleshooting • Document escalated case findings, solutions, and best practices • Provide customer-driven feedback to product and engineering teams for continuous improvement • Mentor and coach Technical Support Engineers • Participate in a shared on-call rotation supporting production issues and escalations outside standard business hours • Report directly to the Support Manager for the Advanced 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 • Ability to prioritize and manage multiple cases effectively • Ability to work with difficult or frustrated customers while maintaining professionalism and rebuilding trust • Knowledge of networking protocols and troubleshooting, including TCP/IP, DNS, routing, and firewalls • Solid understanding of Linux/Unix/Windows operating systems, depending on environment • Working knowledge of software code debugging principles and techniques • Excellent English written and verbal communication skills • Strong analytical thinking, problem-solving skills, and attention to detail • Bachelor's and/or advanced degree in Computer Science or similar discipline preferred, or equivalent work experience • Strong knowledge of cloud architectures, AWS, Azure, O365, and Google Cloud • Strong understanding of object-oriented principles, the .NET Framework, and relational databases • Familiarity with C#, C++, Angular, PowerShell, Python, Bash, and SQL is a plus • Experience administering a Delinea product is a plus • Must not require any type of U.S. work authorization now or in the future, including F1-OPT, F1-CPT, H-1B, TN, L-1, and J1 • Availability for shared on-call rotation, including evenings, weekends, and holidays when required • Comprehensive criminal background check, education verification, and employment verification required upon conditional offer

🏖️ Benefits

• Performance-based bonus or role-based incentive program • Healthcare insurance • Pension/retirement matching • Comprehensive life insurance • Employee assistance program • Time off plans • Paid company holidays • Meaningful work and career progression • Shared on-call rotation compensation may apply through the bonus/incentive program