Technical Support Manager

About Delinea:
Delinea is a pioneer in securing human and machine identities through intelligent, centralized authorization, empowering organizations to seamlessly govern their interactions across the modern enterprise. Leveraging AI-powered intelligence, Delinea’s leading cloud-native Identity Security Platform applies context throughout the entire identity lifecycle – across cloud and traditional infrastructure, data, SaaS applications, and AI. It is the only platform that enables you to discover all identities – including workforce, IT administrator, developers, and machines – assign appropriate access levels, detect irregularities, and respond to threats in real-time. With deployment in weeks, not months, 90% fewer resources to manage than the nearest competitor, and a 99.995% uptime, Delinea delivers robust security and operational efficiency without compromise. 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 lead a team of engineers delivering exceptional technical support across Delinea’s product suite.

The Technical Support Manager ensures our customers receive a world-class experience through engaged issue resolution, data driven insights, and a culture of accountability. This role requires a balance of technical expertise, people leadership, and operational excellence. Success in this position will be defined by your ability to motivate your team, drive measurable outcomes, and foster cross functional collaboration.

The preferred locations for this position are hybrid out of our Des Moines, IA or Lehi, UT office. We will consider exceptions to these locations for a highly qualified candidate.

What You'll Do:

• Lead, manage, coach, and develop a team of Support Engineers, ensuring consistent, high-quality support delivery.

• Manage daily operations, ensuring adherence to SLAs, responsiveness metrics, and escalation procedures.

• Serve as a key escalation point, providing leadership and oversight during critical customer situations.

• Build strong partnerships across Delinea teams – including Product Management, Engineering, and Customer Success to accelerate resolution of customer issues.

• Create, review and present reports summarizing key trends, operational performance, and customer insights to support leadership and ensure consistent, high quality support delivery.

• Conduct performance reviews, identify development opportunities, and provide coaching & mentoring to help each engineer reach full potential and grow their career at Delinea.

• Implement and track KPIs to measure success at both team and individual level

• Perform root-cause analysis and trend reviews to identify, recommend, and help implement process improvements.

• Participate in the on-call leadership rotation, including weekend coverage as needed.

• Visit customer sites as required to strengthen relationships and demonstrates Delinea’s commitment to success.

What You'll Need:

• BS degree or equivalent (Computer Science or Computer Engineering preferred)

• 3+ years of direct personnel management experience in an enterprise support organization

• Working knowledge or technical foundation in areas such Microsoft Active Directory, Kerberos, LDAP, Directory Services, SSO, SAML, *Nix systems, and MDM concepts etc.

• Familiarity of cloud technologies such as Azure, AWS, Docker, Kubernetes or GCP

• Excellent communication and presentation skills (English required, additional languages a plus)

• Experience managing escalations and communicating effectively with both customers and internal stakeholders

• Willingness to participate in after-hours or weekend escalation coverage as part of on-call leadership responsibilities.

• Ability to travel occasionally

What We'd Love to See:

• Demonstrated success leading high-performing technical support teams

• Experience applying process improvement frameworks (ITIL, Six Sigma, etc)

• Proven ability to drive operational metrics and customer satisfaction

• Strong analytical and problem-solving skills with a proactive mindset

• Quick learner with a passion for new techniques and improving customer experiences

• Prior experience with any Delinea product(s)

• Multilingual proficiency (e.g. German, French, Spanish, Japanese, Arabic and Turkish is a plus)

For this Job, Delinea is not considering candidates that need any type of US work authorization now or in the future. This includes, but is not limited to: F1-OPT, F1-CPT, H-1B, TN, L-1, J1, etc.

Why work at Delinea?

• We're passionate problem-solvers helping the world's largest organizations protect what matters most: their human and machine identities.

• 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 and guide our behaviors and success:

• Spirited - We bring energy and passion to everything we do

• Trust - We act with integrity and deliver on our commitments

• Respect - We listen, value different perspectives, and work as one team

• Ownership - We take initiative and follow through

• Nimble - We adapt quickly in a fast-changing environment

• Global - We embrace diverse people and ideas to drive better outcomes

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 bonus program, and excellent benefits, including healthcare insurance, as well as pension/retirement matching, comprehensive life insurance, an employee assistance program, time off plans, and paid company holidays.

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.