Escalation Engineer - Identity Security & Cloud

delinea; United States; Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Healthcare Coverage

Retirement matching

Life Insurance

Employee Assistance Program

Paid holidays

Job summary

Hidden Jobs is seeking an Advanced Support Engineer to join a global technical support team focused on identity and machine-identity security software. You will manage escalated cases, troubleshoot complex issues, and collaborate with engineering to deliver robust solutions, while maintaining client trust.

The role involves on-call rotation including evenings, weekends, and holidays, reporting to a Support Manager. US work authorization is required.

Qualifications

• Proven experience in enterprise-level customer support or advanced troubleshooting roles for software products.
• Strong knowledge of cloud architectures such as AWS, Azure, O365, and Google Cloud.
• Solid understanding of object-oriented principles, the .NET Framework, and relational databases.

Responsibilities

• Act as the primary point of contact for escalated customer cases, delivering both technical resolution and active case management.
• Diagnose, troubleshoot, and resolve advanced technical issues across the company's software products.
• Partner with peers, engineering, and product teams to identify root causes and deliver high-quality solutions in a timely manner.
• Manage sensitive or escalated situations with professionalism and empathy to repair and maintain customer trust.
• Document findings, solutions, and best practices from escalated cases to strengthen knowledge sharing.
• Mentor and coach Technical Support Engineers, contributing to a culture of excellence in the global support organization.

Skills

Cloud architectures

OO principles

Relational databases

.NET Framework

Tools

C#

C++

Angular

PowerShell

Python

Bash

SQL

Job description

Hidden Jobs is seeking an Advanced Support Engineer to join a global technical support team focused on identity and machine-identity security software. You will manage escalated cases, troubleshoot complex issues, and collaborate with engineering to deliver robust solutions, while maintaining client trust.

The role involves on-call rotation including evenings, weekends, and holidays, reporting to a Support Manager. US work authorization is required.