Advanced Support Engineer I

Responsibilities

• 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 product’s 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.

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