Technical Support Engineer providing post - sale assistance for customers using Delinea's Identity Security Platform. Involving troubleshooting technical issues and communicating resolution plans across diverse international teams.
About the role
- Technical Support Engineer resolving complex issues in real-time for connected hardware and software platform. Collaborating with customers and internal teams to improve system reliability and documentation.
Responsibilities
- Diagnose and resolve complex issues across hardware, software, and system integrations
- Analyze logs, system behavior, and backend data to identify root causes
- Troubleshoot issues in real time, often while on live customer calls
- Own issues end-to-end, ensuring timely and accurate resolution
- Provide support across phone, email, and chat, with a strong focus on phone-based interactions
- Guide customers through technical troubleshooting in a clear, structured manner
- Translate complex technical issues into simple, actionable steps
- Maintain control of customer interactions while working through multi-step resolutions
- Investigate discrepancies across systems such as Salesforce, NetSuite, and internal platforms
- Understand how data flows across systems and impacts device behavior and customer experience
- Resolve issues tied to orders, devices, connectivity, and account configuration
- Maintain detailed, accurate documentation of technical issues and resolution steps
- Escalate issues when necessary with clear, complete, and actionable context
- Partner with Engineering. Product, and Quality on deeper issues
- Identify recurring issues and contribute to long-term fixes
- Improve troubleshooting guides, runbooks, and Help Center content
- Provide feedback to Product and Engineering to improve system reliability
- Support the team during high-volume periods and maintain flexibility in a fast-paced, evolving startup environment.
Requirements
- 3-6 years in technical support, support engineering, or similar roles
- Experience in a complex system environment (hardware + software preferred)
- Strong experience with:
- Log analysis and system diagnostics
- Troubleshooting across multiple systems (CRM, ERP, internal tools)
- Familiarity with tools such as Salesforce, NetSuite, Zendesk, or similar
- Experience operating in a real-time, phone-first support environment
- Strong problem-solving skills with a bias toward ownership and resolution
- Detail-oriented with strong documentation habits
- Energized by Avive’s mission and excited to help deliver a best-in-class support experience that saves lives.
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Tech skills
Location requirements
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