Advanced Support Engineer I

About Delinea:
Delinea is a pioneer in securing human and machine identities through intelligent centralized authorization empowering organizations to seamlessly govern their interactions across the modern enterprise. Leveraging AI-powered intelligence Delineas leading cloud-native Identity Security Platform applies context throughout the entire identity lifecycle across cloud and traditional infrastructure data SaaS applications and AI. It is the only platform that enables you to discover all identities including workforce IT administrator developers and machines assign appropriate access levels detect irregularities and respond to threats in real-time. With deployment in weeks not months 90% fewer resources to manage than the nearest competitor and a 99.995% uptime Delinea delivers robust security and operational efficiency without compromise. Learn more about Delinea on 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 youre 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:

We are seeking a highly skilled Advanced Support Engineer I to join our Global Technical Support team. This role requires a balance of technical expertise escalated customer management and problem-solving abilities across Delinea products/Platforms. The ideal candidate will excel at managing complex support cases rebuilding customer trust in challenging situations and driving resolutions that ensure customer success.

The position reports directly into a Support Manager for our Advanced Support Team.

Please note: You will be required to commute to the office 3 days per week to our office based in Taguig City

What Youll Do:

Serve as the primary point of contact for escalated customer cases delivering outstanding technical and case management.

Diagnose troubleshoot and resolve advanced technical issues related to Delinea software product(s).

Collaborate with peers engineering and product teams to identify root causes and provide timely high-quality solutions.

Repair and maintain customer trust by managing sensitive or escalated situations with professionalism and empathy.

Demonstrate a strong understanding of the products features and use cases including how they interact with operating system(s) to aid in debugging and troubleshooting.

Document escalated case findings solutions and best practices to improve knowledge sharing and prevent recurring issues.

Contribute to continuous improvement by providing feedback to product and engineering teams based on customer insights.

Thrives in a culture of continuous learning; comes in with openness and excitement to grow and understands that evolving technical knowledge is key to long-term success.

Mentor and coach Technical Support Engineers and contribute to a culture of excellence within the global support team.

What Youll Bring:

Proven experience in enterprise-level customer support technical support and/or advanced troubleshooting roles for software solutions.

Exceptional customer and case management skills with the ability to prioritize and manage multiple cases effectively.

Strong ability to work with difficult or frustrated customers while maintaining professionalism and rebuilding trust.

Knowledge of networking protocols and troubleshooting (TCP/IP DNS routing firewalls etc.).

Solid understanding of the products operating system (Linux/Unix/Windows depending on environment).

Working knowledge of software code debugging principles and techniques to analyze troubleshoot and understand product code functionality.

Excellent English written and verbal communication skills with the ability to explain complex technical concepts to diverse audiences.

Strong analytical thinking problem-solving skills and attention to detail.

Wed Love to See:

Bachelors and/or advanced degree in Computer Science or similar discipline preferred (or equivalent work experience)

Strong knowledge of various Cloud architectures AWS Azure O365 Google Cloud etc

Strong understanding of Object-Oriented principles Framework relational databases

Familiarity with a variety of scripting or coding languages (C# C Angular PowerShell Python Bash SQL) is a plus.

Why work at Delinea

• Were passionate problem-solvers helping the worlds largest organizations protect what matters most: their human and machine identities.

• 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 and guide our behaviors and success:

• Spirited - We bring energy and passion to everything we do

• Trust - We act with integrity and deliver on our commitments

• Respect - We listen value different perspectives and work as one team

• Ownership - We take initiative and follow through

• Nimble - We adapt quickly in a fast-changing environment

• Global - We embrace diverse people and ideas to drive better outcomes

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 bonus program and excellent benefits including healthcare insurance as well as pension/retirement matching comprehensive life insurance an employee assistance program time off plans and paid company holidays.

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 addition all publicly posted social media sites may be reviewed.