Job Overview
Location
Home Office (Philippines)
Job Type
Full-time
Category
Software Engineering
Date Posted
February 27, 2026
Full Job Description
đź“‹ Description
- • Delinea is at the forefront of identity security, pioneering solutions that empower organizations to seamlessly govern human and machine identities across the modern enterprise. Our AI-powered, cloud-native Identity Security Platform is designed to discover all identities – from workforce and IT administrators to developers and machines – assign appropriate access levels, detect anomalies, and respond to threats in real-time. We are seeking a motivated and skilled Technical Support Engineer I to join our dynamic Global Technical Support team, dedicated to providing unparalleled post-sale technical assistance to our valued customers and partners.
- • As a Technical Support Engineer I, you will be instrumental in ensuring customer satisfaction by addressing their technical challenges with expertise and efficiency. Your primary responsibility will be to provide world-class support, acting as a crucial link between our customers and our product development teams. This role demands a proactive approach, a deep understanding of IT infrastructure, networking, and cybersecurity principles, and a genuine passion for problem-solving.
- • You will engage directly with customers to understand, diagnose, and resolve complex technical issues related to Delinea's comprehensive suite of identity security solutions. This involves meticulously assessing and documenting reported customer problems, formulating clear and actionable resolution plans, and effectively communicating these plans back to the customer. Your ability to gather essential information, reproduce case scenarios in a lab environment, and conduct thorough investigations will be key to delivering timely and effective solutions.
- • The role requires you to maintain a professional, empathetic, and efficient demeanor throughout all customer interactions, fostering trust and confidence. You will be responsible for documenting all corrective actions taken, contributing to our knowledge base, and identifying trends or recurring issues that may require product enhancements or further investigation by engineering teams.
- • This position offers a unique opportunity to deepen your technical expertise in cutting-edge identity security technologies. You will work with a diverse international customer base and collaborate with a global team of support professionals, engineers, and product managers. The ideal candidate is a self-starter who thrives in a fast-paced, challenging environment, demonstrating a strong desire to learn and adapt to new technologies and concepts.
- • Key responsibilities include:
- • Delivering exceptional post-sale technical support to Delinea customers and partners via various channels (e.g., phone, email, ticketing system).
- • Thoroughly assessing and meticulously documenting customer-reported issues, including symptoms, impact, and environmental details.
- • Developing and clearly communicating comprehensive resolution plans to customers, managing their expectations throughout the support process.
- • Proactively gathering all necessary technical information, logs, and diagnostic data required for effective troubleshooting.
- • Investigating, replicating, and diagnosing complex technical problems in controlled environments to identify root causes.
- • Providing clear, concise, and professional responses to customers, detailing troubleshooting steps and corrective actions taken.
- • Maintaining accurate and detailed case notes and documentation within the support system, contributing to our internal knowledge base.
- • Collaborating effectively with Tier 2/3 support, engineering, and product management teams to escalate and resolve complex issues.
- • Identifying potential product defects or areas for improvement based on customer feedback and support trends.
- • Contributing to the continuous improvement of support processes, tools, and documentation.
- • Staying current with Delinea's product offerings, industry best practices, and emerging trends in identity security.
- • This role is based out of the Philippines, with the expectation of commuting to our office in Taguig City three days per week. You will be part of a global team that is passionate about making the world a safer and more secure place by protecting critical digital assets. If you are driven by a desire to solve complex technical problems and contribute to a leading cybersecurity company, we encourage you to apply.
🎯 Requirements
- • 1-2 years of proven relevant professional experience in a technical support role, such as Technical Support Agent, Help Desk Technician, or similar.
- • In-depth knowledge and practical experience in at least some of the following areas: IT system administration, networking concepts (TCP/IP, DNS, firewalls, VPNs), data transport and encryption, cloud infrastructure (AWS, Azure, GCP), machine/network/service virtualization, and fundamental security concepts and methodologies.
- • Strong troubleshooting and problem-solving skills, with the ability to deconstruct complex technical issues into manageable components and systematically identify root causes.
- • Excellent written and verbal English communication skills, with the ability to articulate technical concepts clearly and professionally to diverse audiences.
🏖️ Benefits
- • Competitive salary and a meaningful bonus program.
- • Comprehensive healthcare insurance coverage.
- • Pension/retirement matching contributions.
- • Robust life insurance policy.
- • Employee Assistance Program (EAP) for personal and professional support.
- • Generous time off plans and paid company holidays.
Skills & Technologies
Onsite
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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