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 Delinea 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 Delinea 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

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.
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

Manager, Technical Support

Key skills