Support Analyst assisting customers with addressing issues on the Xelix platform. Collaborating with multiple internal functions for effective problem resolution and customer support.
About the role
- Technical Support Engineer providing post-sales phone and email support to Delinea customers. Resolving technical issues and improving processes while collaborating with a global support team.
Responsibilities
- Provide post-sales phone and email support to the Delinea customer base.
- Resolve technical customer problems and drive process/policy improvements through root cause analysis.
- Call customers to troubleshoot technical issues.
- Participate in group problem solving meetings to overcome challenging issues.
- Researching and solving complex issues.
- Working closely with Team Lead to meet SLA and customer requirements.
- Test and verify product functionality to reproduce customer issues.
- Document detailed failure and solution information within cases.
Requirements
- 2+ years in a Technical Support Engineer role preferred.
- 2-year degree required; 4-year degree in Computer Science or related program a plus.
- Experience with SQL 2014 or higher.
- Ability to write and demonstrate SQL queries or scripts preferred.
- Experience with PowerShell, Bash or other scripting languages a plus.
- The ability to code in any programming language is a plus.
- Knowledge of installing and maintaining webservers (IIS etc.).
- Prior working experience with .NET applications is highly desired.
- The ability to troubleshoot applications deployed in a Mac OS environment is a plus.
- Strong written and verbal English skills required.
- Ability to work with diverse worldwide team members and management.
Benefits
- healthcare insurance
- pension/retirement matching
- comprehensive life insurance
- employee assistance program
- time off plans
- paid company holidays
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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