Technical Support Manager

Delinea • Redwood City, CA

2d • Hybrid

About The Position

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.

Requirements

• 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

Nice To Haves

• 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)

Responsibilities

• 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.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager