Advanced Support Engineer I

Delinea
Redwood City
Workplace: RemoteFull timeUSD 83,000 - 99,000 annuallyFunction: Product ManagementEducation: bachelorsSkills: ["Problem-solving","Analytical thinking","Communication","Attention to detail","Customer empathy"]

Serve as the primary contact for escalated customer support cases across Delinea’s software products, diagnosing and resolving advanced technical issues. Collaborate with engineering and product teams to identify root causes and deliver timely solutions. Manage sensitive situations with professionalism to rebuild customer trust, document findings and best practices, and use customer insights to drive continuous product and engineering improvements.

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FursaFursa
Delinea
Delinea
1 day ago

Advanced Support Engineer I

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 13 hours agoStatus: Live

Job Summary

Serve as the primary contact for escalated customer support cases across Delinea’s software products, diagnosing and resolving advanced technical issues. Collaborate with engineering and product teams to identify root causes and deliver timely solutions. Manage sensitive situations with professionalism to rebuild customer trust, document findings and best practices, and use customer insights to drive continuous product and engineering improvements.
Location: Redwood City
Workplace: Remote
Employment Type: Full time
Job Function: Product Management
Seniority: Entry level

Key Responsibilities

  • •Manage escalated customer cases as the primary point of contact, delivering technical and case management support.
  • •Diagnose, troubleshoot, and resolve advanced technical issues related to Delinea software products.
  • •Collaborate with peers, engineering, and product teams to identify root causes and provide timely solutions.
  • •Rebuild and maintain customer trust during sensitive/escalated situations with professionalism and empathy.
  • •Document escalated case findings and contribute feedback to product and engineering teams to prevent recurring issues.

Pay and Benefits

Salary: USD 83,000 - 99,000 annually
Perks:Health InsurancePension MatchingLife InsuranceEmployee AssistancePaid Holidays

Key Requirements

  • •Proven experience in enterprise-level customer support and/or advanced troubleshooting for software solutions.
  • •Strong customer and case management skills, including prioritizing and managing multiple complex cases.
  • •Knowledge of networking protocols and troubleshooting (e.g., TCP/IP, DNS, routing, firewalls).
  • •Solid understanding of operating systems (Linux/Unix/Windows) in the relevant environment.
  • •Ability to debug software code using established principles and techniques; excellent English written and verbal communication.
Experience:Enterprise software
Education:Bachelor's in Computer Science
Skills:Problem-solvingAnalytical thinkingCommunicationAttention to detailCustomer empathy
Languages:English
Tech Stack:AWSAzureO365Google Cloud.NET FrameworkLinux/UnixWindowsTCP/IPDNSRoutingFirewallsC#C++AngularPowerShellPythonBashSQL

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Delinea
Provides privileged access management and identity security solutions that centralize authorization for human and machine identities, securing hybrid-cloud infrastructure, applications, and data for enterprises worldwide.
Industry: Cybersecurity
Company Size: Enterprise (1,001+ employees)
Revenue: USD 250M to 500M
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Private Equity Backed
Headquarters: San Francisco, United States
Founded: 2004
Glassdoor
Glassdoor: 3.6
WebsiteLinkedInGlassdoor