Manager, Technical Support

About Delinea

About Delinea: Delinea is a pioneer in securing human and machine identities through intelligent, centralized authorization, empowering organizations to seamlessly govern their interactions across the modern enterprise. Leveraging AI-powered intelligence, Delinea’s leading cloud-native Identity Security Platform applies context throughout the entire identity lifecycle – across cloud and traditional infrastructure, data, SaaS applications, and AI. It is the only platform that enables you to discover all identities – including workforce, IT administrator, developers, and machines – assign appropriate access levels, detect irregularities, and respond to threats in real-time.

With deployment in weeks, not months, 90% fewer resources to manage than the nearest competitor, and a 99.995% uptime, Delinea delivers robust security and operational efficiency without compromise. Learn more about Delinea on , Linked In, X, and You Tube.

Join our passionate, global team at Delinea and help us make the world a safer and more secure place. Our success is driven by world-class product leadership, outstanding engineers, and strategic investment from TPG. We value diversity, innovation, and a culture of respect and fairness. If you re ready to push boundaries and challenge the status quo in security, we want to hear from you.

Apply today to help us achieve our mission.

We’re seeking an experienced and self-driven Technical Support Manager to join our outstanding team. This individual is responsible for leading a team of engineers who provide analysis and resolution of issues across our platform.

The Technical Support Manager is driven to ensure our customers receive a world-class experience as measured through well-defined KPIs. The position requires a balance of technical and managerial attributes that will shape the organization. Accountability, motivation, creativity, and tenacity are the key success attributes for this role.

• Providing world-class support to our EMEA customer base.
• Train and motivate a team of Support Engineers who are responsible for proposing mutual resolution success criteria, coordinating communication and resource efforts cross functionally, and resolving customer escalations in a timely manner.
• Foster and leverage key relationships inside Delinea to influence various functional groups to apply key resources to solve customer issues quickly.
• Develop and present executive-facing reports that summarize real-time situational updates and analysis as well as key themes extracted from escalations worldwide.
• Proactively engage with in-region and worldwide executives as appropriate, to improve customer relationships and demonstrate Delinea commitment to the customer at the highest levels.
• Conduct post mortems to determine the root cause of critical escalations and identify opportunities for continuous improvement in the customer experience.
• Evaluate staff performance and provide coaching and development guidance to help each engineer achieve his or her maximized performance.
• Implement KPIs to measure progress both at an individual and team level.
• Perform trending and analysis of escalations to ensure quality delivery of services to our customers.
• Onsite customer visits as required.

• BS degree or equivalent (BS degree in Computer Science / Computer Engineering is a plus).
• 8+ years of experience in an Enterprise Customer Support Organization, with a minimum 5 years of direct personnel management experience.
• Experience with process improvement methodologies/frameworks such as ITIL, Six Sigma.
• Excellent English communication and presentation skills (both verbal and written). Skill in a second applicable language is a definite advantage. English will be the default international status update and reporting language.
• Strong negotiation and objection handling skills.
• Knowledge of Microsoft Active Directory, Kerberos, LDAP and directory technologies (highly desirable).
• Strong technical aptitude and know-how of Single Sign-On, SAML, Unix systems, Mobile Device Management (MDM) concepts.
• Prior experience of Delinea products is a huge plus.
• Ability to travel on occasion.