Director, Technical Support

Delinea Inc.; United Kingdom; Remote; GBP 70,000 - 100,000; Full time

Job summary

Delinea Inc. is seeking a Director of Technical Support for the EMEA region. This role involves leading the Technical Support organization, ensuring excellence in customer experience, and collaborating with internal stakeholders. The ideal candidate will have a strong background in support operations and relationship management, with a focus on driving continuous improvement and team development.

Benefits

Competitive salaries

Equity and bonus program

Comprehensive medical, dental, and vision insurance

Pension/retirement matching

Generous discretionary time off

Paid company holidays

Paid leave for new birth, adoption, or surrogacy

Qualifications

• Proven ability to create and manage relationships with Sales, Partners, and key customers.
• Experience in a flexible and evolving environment.
• Demonstrated record of leading organizational change.

Responsibilities

• Provide strategic direction and leadership to the Technical Support organization.
• Develop and manage Support processes for outstanding customer experiences.
• Mentor and manage a team of regional Support Managers.

Skills

Leadership

Relationship Management

Customer Satisfaction

Problem Solving

Communication

Education

Bachelor’s degree or equivalent experience

Job description

About Delinea:
Delinea is a pioneer in securing identities through centralized authorization, making organizations more secure by seamlessly governing their interactions across the modern enterprise. Delinea allows organizations to apply context and intelligence throughout the identity lifecycle across cloud and traditional infrastructure, data, and SaaS applications to eliminate identity-related threats. With intelligent authorization, Delinea provides the only platform that enables you to discover all identities, assign appropriate access levels, detect irregularities, and immediately respond to identity threats in real-time. Delinea accelerates your teams’ adoption by deploying in weeks, not months, and makes them more productive by requiring 90% fewer resources to manage than the nearest competitor. With a guaranteed 99.99% uptime, the Delinea Platform is the most reliable identity security solution available. 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:
The Director, Technical Support (EMEA) is responsible for ensuring the highest level of
excellence from the Technical Support organization, meeting defined metrics and business
objectives established by the SVP of Global Support. This includes but is not limited to Support Manager and individual team member performance, mentoring and coaching to improve knowledge and expertise, and improving customer CSAT, response SLA and other metrics. This position will work closely with EMEA Sales, partners, and Enterprise customers.

This position reports to the SVP, Global Technical Support and based remote in the UK.

What You Will Do:

• Provide strategic direction and leadership to the Technical Support organization in EMEA in collaboration with the EMEA and Americas Support leadership

• Help develop, implement, and manage Support processes and procedures that result in outstanding customer experiences and outcomes.

• Proactively act to minimize the number, severity and duration of customer escalations or customer issues.

• Serve as the senior contact point for internal stakeholders for the region.

• Manage and mentor a team of regional Support Managers, fostering a collaborative and high-performance culture.

• Drive the technical and career growth of support staff across the organization through training, mentoring, and coaching.

• Manage the business and operational investments and expenses of the Support organizationto help Delinea grow and thrive as we transform the business.

• Ensure team members meet or exceed response SLA, Customer Satisfaction and other KPIsand business metrics.

• Collaborate with internal stakeholders to align Support strategies with overall business objectives.

What You’ll Need:

• Bachelor’s degree or equivalent experience required.

• Proven ability to create and manage relationships with Sales, Partners, and key customers (especially at the enterprise level) in the EMEA region.

• Experience working in a flexible and evolving environment.

• Demonstrated record of effectively leading organizational change, driving positive outcomes,and fostering a whole-team culture of continuous improvement.

• Demonstrable experience building an inclusive, diverse, high-performing technical Support team, working across cultures and time zones while still delivering consistent customer outcomes (B2B, SaaS and/or cybersecurity experience preferred).

• Strong understanding of support operations, best practices, and industry trends.

What Else:

• This position will include limited regional and international travel (less than 10%). The successful candidate must have a passport and have or be able to obtain a visa for travel to the United States.

• Excellent written, verbal, and presentation skills in English required. Additional language skills are a bonus.

• While this position aligns with EMEA business hours, there will occasionally be a needto work outside scheduled hours to address customer or operational concerns or to remotely attend corporate meetings being held in other regions. The successful candidate will need to be flexible with their working schedule.

Delinea Culture & Benefits:

Why work at Delinea?

• We’re passionate problem-solvers doing our part to make the world a safer place.

• We invest in people who are smart, self-motivated, and collaborative.

• What we offer in return is meaningful work, a culture of innovation and great career progression.

At Delinea, our core values are STRONG—Spirited – Trust – Respect – Ownership – Nimble – Global – and guide our behaviors and success. We believe weaving these core values into our day-to-day actions, and our process for hiring, evaluating, and promoting employees, helps us cultivate a work environment that embraces collaboration and camaraderie.

We take care of our employees. We offer competitive salaries, a meaningful equity and bonus program, and excellent benefits, including a full suite of medical, dental, and vision insurance, as well as pension/retirement matching, comprehensive life insurance, an employee assistance program, generous discretionary time off (DTO), and paid company holidays. We support all families with paid leave for new birth, adoption, surrogacy, or foster-to-adopt primary caregivers.

Delinea is an Equal Opportunity and Affirmative Action employer and prohibits discrimination and harassment of any type with regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Upon conditional offer of employment, candidates are required to complete comprehensive criminal background check, verification of education, and verification of employment, per employment policy. In addition, all publicly posted social media sites may be reviewed.