Technical Support Escalation Director

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:

The Escalations Director (ED) is a senior cross-functional leadership role created to manage and resolve customer escalations that have moved beyond technical troubleshooting into the realm of business and political risk. This person serves as the single point of accountability when a customer situation may become damaging to the customer relationship the companys reputation or a renewal or expansion opportunity.

The Escalations Director operates with a high degree of autonomy and executive trust. While the role is an individual contributor position the ED applies influence credibility and soft power to mobilize resources align stakeholders and drive resolution across organizational boundaries. The ED operates within established company processes and procedures wherever possible escalating through appropriate channels rather than bypassing them.

What Youll Do:

Escalation Ownership & Management

• Serve as the primary owner of designated politically sensitive customer escalations regardless of the originating team (Support Professional Services Customer Success Renewals or Sales)

• Validate and prioritize incoming escalation requests to confirm they meet the threshold for ED involvement

• Maintain a real-time view of all active escalations their status owners and risk levels

Customer Engagement

• Lead external customer calls with professionalism empathy and authority establishing confidence that the situation is being taken seriously at the highest level

• Establish clear agreed plans of action with the customer including ownership milestones and timelines

• Ensure all customer-facing communications are timely accurate and appropriately calibrated to the audience (from end-user through to C-suite)

Internal Coordination & Leadership

• Convene and chair internal escalation calls requesting the appropriate mix of technical operational and leadership resources up to and including executive leadership as the situation demands

• Recommend and help prioritize troubleshooting and remediation actions working through and within established processes and procedures

• Align cross-functional teams around a single coherent plan of action influencing and advocating rather than directing and ensuring clarity of ownership across each workstream

Communication & Reporting

• Own the internal and external communication cadence throughout the lifecycle of an escalation

• Provide regular concise status updates to senior leadership on active escalations risks and progress

• Produce post-escalation reviews documenting root cause resolution timeline lessons learned and recommended process improvements

Process & Culture

• Identify patterns across escalations and work with relevant team leaders to address systemic issues upstream

• Define maintain and continuously improve the escalation management framework playbooks and escalation criteria

• Act as a culture carrier for customer-centricity and accountability across the organization

• As the role matures may take on people management responsibilities for a small global escalations team

What Youll Bring:

• Significant experience in a customer-facing leadership role within a B2B cybersecurity or enterprise SaaS environment (typically 8 years)

• Demonstrated experience managing complex high-stakes customer situations involving senior stakeholders on both sides

• Familiarity with Privileged Access Management (PAM) Identity Security or adjacent cybersecurity domains sufficient to engage credibly with both technical teams and security-conscious customers

• Proven ability to operate effectively under pressure and drive outcomes in ambiguous fast-moving situations through influence rather than authority

• Strong executive presence with the ability to command confidence in a room whether with customers peers or company leadership

• Exceptional written and verbal communication skills with the ability to produce the right communication at the right time for the right audience; from a single-sentence text or email to a structured status update to a formal outage summary or executive briefing; the ED must be equally comfortable with all of these often working from incomplete information and always under time pressure

• Demonstrated success collaborating across multiple functions (Support Professional Services Customer Success Product Management Product Engineering Renewals and Sales)

Wed Love to See:

• Hands-on background in cybersecurity identity management or a related technical discipline

• Experience building or formalizing escalation management processes from scratch

• Familiarity with ITIL CSAT/NPS frameworks or other service quality methodologies

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.

Required Experience:

Director