Manager, Technical Support

About Delinea
Delinea is a pioneer in securing identities through centralized authorization, making organizations more secure by seamlessly governing their interactions across the modern enterprise. Delinea allows organizations to apply context and intelligence throughout the identity lifecycle across cloud and traditional infrastructure, data, and SaaS applications to eliminate identity-related threats. With intelligent authorization, Delinea provides the only platform that enables you to discover all identities, assign appropriate access levels, detect irregularities, and immediately respond to identity threats in real-time. Delinea accelerates your teams’ adoption by deploying in weeks, not months, and makes them more productive by requiring 90% fewer resources to manage than the nearest competitor. With a guaranteed 99.99% uptime, the Delinea Platform is the most reliable identity security solution available. Learn more about Delinea on Delinea.com, LinkedIn, X, and YouTube.
Job Description

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.

Responsibilities

• 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 Centrify 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 Centrify 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

Experience and Skills:

• 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, *Nix systems, Mobile Device Management (MDM) concepts
• Prior experience of Delinea products is a huge plus.
• Ability to travel on occasion

Personal Attributes:

• Quick learner with desire to learn new tools and techniques
• Ability to thrive in a fast-paced environment and understand complex issues
• Excellent analytical, problem solving skills and ability to independently manage projects
• Track record in providing outstanding and unparalleled escalation management services
• Be proactive with a positive attitude
• Demonstrate a strong work ethic with a willingness to do what it takes to get the job done

Delinea Culture & Benefits:

Why work at Delinea? 

· We’re passionate problem-solvers doing our part to make the world a safer place. 

· We invest in people who are smart, self-motivated, and collaborative. 

· What we offer in return is meaningful work, a culture of innovation and great career progression! 

At Delinea, our core values are STRONG—Spirited – Trust – Respect – Ownership – Nimble – Global – and guide our behaviors and success. We believe weaving these core values into our day-to-day actions, and our process for hiring, evaluating, and promoting employees, helps us cultivate a work environment that embraces collaboration and camaraderie. 

We take care of our employees. We offer competitive salaries, a meaningful equity and bonus program, and excellent benefits, including full suite health and wellness plans (specific to individual country plans), generous discretionary time off (DTO), and paid holidays. We support all families with paid leave, specific to individual country plans, for new birth, adoption, surrogacy, or foster-to-adopt primary caregivers.

Delinea is an Equal Opportunity and Affirmative Action employer and prohibits discrimination and harassment of any type with regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. 

Upon conditional offer of employment, candidates are required to complete comprehensive 7-year criminal background check, verification of education, and verification of employment, per employment policy. In addition, all publicly posted social media sites may be reviewed.