🛠 Tech Stack

💼 About This Role

You'll lead a team of support engineers delivering world-class technical support to EMEA customers for Delinea's identity security platform. Your core impact is driving customer satisfaction through well-defined KPIs and continuous improvement. This role stands out for its balance of technical and managerial responsibilities within a global cybersecurity leader.

🎯 What You'll Do

• Manage a team of support engineers resolving customer issues across the platform.
• Develop and present executive-facing reports on escalations and key themes.
• Conduct post-mortems to identify root causes and drive continuous improvement.
• Foster cross-functional relationships to resolve customer escalations quickly.

📋 Requirements

• 8+ years in an Enterprise Customer Support Organization.
• 5+ years of direct personnel management experience.
• Experience with process improvement methodologies (e.g., ITIL, Six Sigma).
• Excellent English communication and presentation skills.

✨ Nice to Have

• BS degree in Computer Science or Computer Engineering.
• Knowledge of Microsoft Active Directory, Kerberos, LDAP.
• Experience with Single Sign-On, SAML, *Nix systems, MDM.

🎁 Benefits & Perks

• 🏖️ Unlimited PTO
• 🏠 Remote work
• 🏥 Health insurance
• 📈 401(k) matching
• 💻 Home office stipend