Advanced Support Engineer I: Escalation & Solutions

Delinea; United States; On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Healthcare insurance

Bonus program

Retirement matching

Job summary

Delinea is seeking an Advanced Support Engineer – I to join our Global Technical Support team. You’ll handle escalated cases, diagnose complex issues, and collaborate with engineering to deliver high‑quality solutions while rebuilding customer trust.

Ideal candidates bring enterprise support experience, strong troubleshooting skills, and excellent English communication. This role reports to a Support Manager and offers ongoing learning in a fast‑growing security platform.

Qualifications

• Experience in enterprise-level customer support or technical support.
• Strong case management and prioritization abilities.
• Ability to handle difficult customers professionally and rebuild trust.
• Knowledge of networking protocols (TCP/IP, DNS, routing, firewalls).

Responsibilities

• Serve as the primary contact for escalated customer cases with technical and case management responsibility.
• Diagnose, troubleshoot, and resolve advanced issues in Delinea software products.
• Collaborate with engineering and product teams to identify root causes and provide timely solutions.
• Maintain customer trust by managing escalated scenarios with professionalism and empathy.
• Document findings and contribute to knowledge sharing and best practices.

Skills

Enterprise support

Customer management

Troubleshooting

Networking basics

OS familiarity

Code debugging

English communication

Education

Bachelor's degree in Computer Science or related field

Tools

Linux/Unix/Windows familiarity

Job description

Delinea is seeking an Advanced Support Engineer – I to join our Global Technical Support team. You’ll handle escalated cases, diagnose complex issues, and collaborate with engineering to deliver high‑quality solutions while rebuilding customer trust.

Ideal candidates bring enterprise support experience, strong troubleshooting skills, and excellent English communication. This role reports to a Support Manager and offers ongoing learning in a fast‑growing security platform.