Advanced Support Engineer I - Customer-Focused Troubleshooter

delinea; United States; On-site; USD 90,000 - 125,000; Full time

Benefits offered by this job

Healthcare insurance

Bonus program

Retirement plan

Job summary

Delinea is seeking a highly skilled Advanced Support Engineer – I to join our Global Technical Support team. This role balances technical troubleshooting with escalated customer management to drive timely resolutions across Delinea products and platforms.

The successful candidate will manage complex cases, rebuild customer trust, mentor junior engineers, and collaborate with engineering and product teams to prevent repeat issues.

Qualifications

• Experience in enterprise-level customer support and advanced troubleshooting for software solutions.
• Ability to manage multiple cases with prioritization and professionalism.
• Strong English written and verbal communication to explain complex tech concepts.

Responsibilities

• Serve as the primary contact for escalated customer cases with strong technical and case management.
• Diagnose, troubleshoot, and resolve advanced issues across Delinea platforms.
• Collaborate with engineering and product teams to identify root causes and deliver high-quality solutions.
• Repair and maintain customer trust by handling escalations professionally and empathetically.
• Document findings and share best practices to prevent recurring issues.

Skills

Enterprise-level support

Case management

Troubleshooting

Customer communication

Networking knowledge

OS knowledge (Linux/Windows/Unix)

English communication

Analytical thinking

Education

Bachelor's in Computer Science or equivalent

Tools

C#

C++

Angular

PowerShell

Python

Bash

SQL

Job description

Delinea is seeking a highly skilled Advanced Support Engineer – I to join our Global Technical Support team. This role balances technical troubleshooting with escalated customer management to drive timely resolutions across Delinea products and platforms.

The successful candidate will manage complex cases, rebuild customer trust, mentor junior engineers, and collaborate with engineering and product teams to prevent repeat issues.