Advanced Support Engineer I — Escalations & Solutions

Delinea; Northern (KY); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Healthcare insurance

Pension match

Life insurance

Employee Assistance Program

Paid holidays

Generous time off

Job summary

Delinea is seeking a highly skilled Advanced Support Engineer – I to join our Global Technical Support team. This role balances technical expertise with escalated customer management to drive resolutions that ensure customer success.

The position reports directly into a Support Manager for our Advanced Support Team. You will mentor other engineers and contribute to a culture of excellence within the global support organization.

Qualifications

• Experience in enterprise-level support and/or advanced troubleshooting for software solutions.
• Exceptional customer and case management skills with ability to prioritize and manage multiple cases.
• Strong understanding of networking protocols and OS platforms (Linux/Unix/Windows).
• Ability to explain complex technical concepts to diverse audiences in clear English.

Responsibilities

• Serve as primary contact for escalated customer cases with strong technical and case management.
• Diagnose, troubleshoot, and resolve advanced technical issues related to Delinea software.
• Collaborate with engineering and product teams to identify root causes and provide timely solutions.
• Maintain professionalism and rebuild customer trust in escalated situations.

Skills

Enterprise-grade customer support

Escalated case management

Network knowledge

OS administration

English communication

Analytical problem solving

Education

Bachelor’s or higher in CS or related field

Tools

AWS

Azure

O365

Google Cloud

Job description

Delinea is seeking a highly skilled Advanced Support Engineer – I to join our Global Technical Support team. This role balances technical expertise with escalated customer management to drive resolutions that ensure customer success.

The position reports directly into a Support Manager for our Advanced Support Team. You will mentor other engineers and contribute to a culture of excellence within the global support organization.