Manager, Technical Support - Belfast
On site
London, United Kingdom
Full Time
21-04-2025
Job Specifications
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.
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.
Summary:
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.
This position must be located in Belfast Metro area.
What You'll Do:
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
What You'll Need:
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
What We'd Love to See:
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 a full suite of medical, dental, and vision insurance, as well as pension/retirement matching, comprehensive life insurance, an employee assistance program, generous discretionary time off (DTO), and paid company holidays. We support all families with paid leave 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 criminal background check, verification of education, and verification of employment, per employment policy. In addition, all publicly posted social media sites may be reviewed.
About the Company
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 for all identities, Delinea is the only platform that enables you to identify each user, assign appro... Know more
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