Job Overview
Location
Home Office (United Kingdom)
Job Type
Full-time
Category
Operations
Date Posted
April 11, 2026
Full Job Description
đź“‹ Description
- • 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.
- • Mentor and coach Technical Support Engineers and contribute to a culture of excellence within the global support team.
🎯 Requirements
- • 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 product’s 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.
🏖️ Benefits
- • Competitive salaries and a meaningful bonus program.
- • Excellent benefits including healthcare insurance, pension/retirement matching, and comprehensive life insurance.
- • Employee assistance program, time off plans, and paid company holidays.
- • Opportunity to work with a passionate, global team focused on securing human and machine identities.
- • Culture of innovation, respect, ownership, and continuous learning guided by STRONG core values.
Skills & Technologies
About Delinea Inc.
Delinea Inc. provides privileged access management software that secures identities, credentials, and secrets for enterprises. Its cloud-native platform unifies password vaulting, remote access, least-privilege elevation, secrets management for DevOps, and continuous monitoring. Designed to replace legacy PAM tools, the solutions enforce zero-trust principles, automate compliance reporting, and integrate with existing identity and security stacks. Customers span financial services, healthcare, government, and technology sectors seeking to reduce attack surfaces across hybrid and multi-cloud environments.
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