Technical Support Engineer II

📋 Description

• • Provide post-sale technical support to customers and partners for Delinea’s cloud-native Identity Security Platform.
• • Assess, document, and prioritize reported customer issues with accuracy and timeliness.
• • Formulate clear resolution plans and communicate them effectively to customers and internal teams.
• • Gather necessary technical information, logs, and system details to investigate customer-reported problems.
• • Reproduce complex customer scenarios in test environments to identify root causes of technical issues.
• • Deliver precise, professional, and timely responses to customer inquiries via email, phone, or ticketing systems.
• • Document corrective actions, solutions, and knowledge base articles to improve future support efficiency.
• • Collaborate with engineering, product, and QA teams to escalate and resolve critical or recurring issues.
• • Maintain detailed records of all customer interactions in accordance with support protocols and compliance standards.
• • Work within a global, 24/7 technical support environment serving enterprise customers across multiple time zones.
• • Apply in-depth knowledge of IT systems, networking protocols, cloud infrastructure, and cybersecurity concepts to resolve technical challenges.
• • Troubleshoot issues related to identity authentication, access control, privilege management, and machine identity security.
• • Utilize SQL to query relational databases and analyze system behavior when troubleshooting .NET-based applications.
• • Maintain clear, professional, and empathetic communication with customers from diverse cultural and technical backgrounds.
• • Adhere to company core values: Spirited, Trust, Respect, Ownership, Nimble, and Global in all customer and team interactions.
• • Commute to the Taguig City office three days per week as required by company policy.
• • Participate in on-call rotations and after-hours support as needed to ensure continuous customer service.
• • Stay current with evolving identity security technologies, cloud platforms, and emerging threat vectors.
• • Contribute to team knowledge sharing through documentation, peer reviews, and training sessions.
• • Demonstrate accountability, transparency, and ownership in every support case from initiation to resolution.
• • Maintain high standards of organization, attention to detail, and methodical problem-solving in high-pressure situations.
• • Uphold company policies regarding data privacy, security clearance requirements, and social media review protocols.