Delinea
cybersecurity
TechnicalSupportEscalationDirector
Neural analysis suggests this role is
optimal for Senior candidates.
“Technical Support Escalation Director at Delinea. Skills: customer escalation management, cross-functional leadership, executive presence, communication. Serve as the primary owner of designated politically sensitive customer escalations, regardless of the originating team (Support, Professional Services, Customer Success, Renewals, or Sales). Validate and prioritize incoming escalation requests to confirm they meet the threshold for ED involvement”
What You'll Achieve.
resolve customer escalations; drive outcomes in ambiguous, fast-moving situations; address systemic issues upstream; continuously improve the escalation management framework, playbooks, and escalation criteria
Industry & Context.
resolve customer escalations that have moved beyond technical troubleshooting into the realm of business and political risk; troubleshooting and remediation actions; root cause analysis
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.
What They're Looking For.
Must Have
Significant experience in a customer-facing leadership role within a B2B cybersecurity or enterprise SaaS environment (typically 8+ years), Demonstrated experience managing complex, high-stakes customer situations involving senior stakeholders on both sides, Proven ability to operate effectively under pressure and drive outcomes in ambiguous, fast-moving situations through influence rather than authority, executive presence with the ability to command confidence in a room, whether with customers, peers, or company leadership, Exceptional written and verbal communication skills, with the ability to produce the right communication at the right time for the right from a single-sentence text or email to a structured status update to a formal outage summary or executive the ED must be equally comfortable with all of these, often working from incomplete information and always under time pressure, Demonstrated success collaborating across multiple functions (Support, Professional Services, Customer Success, Product Management, Product Engineering, Renewals, and Sales)
Nice to Have
Hands-on background in cybersecurity, identity management, or a related technical discipline, Experience building or formalizing escalation management processes from scratch, Familiarity with ITIL, CSAT/NPS frameworks, or other service quality methodologies
What You'll Do.
Serve as the primary owner of designated politically sensitive customer escalations
regardless of the originating team (Support
Professional Services
Validate and prioritize incoming escalation requests to confirm they meet the threshold for ED involvement
Maintain a real-time view of all active escalations
Lead external customer calls with professionalism
establishing confidence that the situation is being taken seriously at the highest level
agreed plans of action with the customer
Ensure all customer-facing communications are timely
and appropriately calibrated to the audience (from end-user through to C-suite)
Convene and chair internal escalation calls
requesting the appropriate mix of technical
and leadership resources
up to and including executive leadership
as the situation demands
Recommend and help prioritize troubleshooting and remediation actions
working through and within established processes and procedures
Align cross-functional teams around a single
coherent plan of action
influencing and advocating rather than directing
and ensuring clarity of ownership across each workstream
Own the internal and external communication cadence throughout the lifecycle of an escalation
concise status updates to senior leadership on active escalations
Produce post-escalation reviews documenting root cause
and recommended process improvements
Identify patterns across escalations and work with relevant team leaders to address systemic issues upstream
and continuously improve the escalation management framework
and escalation criteria
Act as a culture carrier for customer-centricity and accountability across the organization
may take on people management responsibilities for a small
global escalations team
How You'll Work.
Team & Collaboration
Collaborating across multiple functions (Support, Professional Services, Customer Success, Product Management, Product Engineering, Renewals, and Sales); Aligning cross-functional teams around a single, coherent plan of action; Working with relevant team leaders to address systemic issues upstream
Communication Scope
Exceptional written and verbal communication skills; ability to produce the right communication at the right time for the right audience; customer-facing communications are timely, accurate, and appropriately calibrated; internal and external communication cadence throughout the lifecycle of an escalation; concise status updates to senior leadership
Process & Methodology
managing complex, high-stakes customer situations, establishing clear, agreed plans of action with the customer, including ownership, milestones, and timelines
Full Job Description
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 http://Delinea.com, LinkedIn https://nam12.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fdelinea%2F&data=05%7C02%7CMichele.Eaton%40delinea.com%7C766420d58b9a492d94ca08ddd6949f59%7C18d6ed03f0e5486183d2bb7b6c7c2bb2%7C0%7C0%7C638902656186877399%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=b1LCPIWSjxvblUYLlabUnRZ43S8rcspTQcBZsz0UbmU%3D&reserved=0, X https://nam12.safelinks.protection.outlook.com/?url=https%3A%2F%2Fx.com%2Fdelineainc&data=05%7C02%7CMichele.Eaton%40delinea.com%7C766420d58b9a492d94ca08ddd6949f59%7C18d6ed03f0e5486183d2bb7b6c7c2bb2%7C0%7C0%7C638902656186902236%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=goZhva9hWR8F0P5pO6SQUEwigdbvbZiWqmw5%2BHhhf1A%3D&reserved=0, and YouTube https://nam12.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.youtube.com%2F%40Delinea&data=05%7C02%7CMichele.Eaton%40delinea.com%7C766420d58b9a492d94ca08ddd6949f
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