Climb Channel Solutions NA

Technical Support Manager

Climb Channel Solutions NA

full-time

Posted on:

Location Type: Hybrid

Location: Des Moines • Iowa • Utah • United States

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Tech Stack

AWSAzureCloudDockerGoogle Cloud PlatformKubernetes

About the role

  • 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 levels.
  • 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 demonstrate Delinea’s commitment to success.

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 as Microsoft Active Directory, Kerberos, LDAP, Directory Services, SSO, SAML, *Nix systems, and MDM concepts etc.
  • Familiarity with 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
Benefits
  • Healthcare insurance
  • Pension/retirement matching
  • Comprehensive life insurance
  • Employee assistance program
  • Time off plans
  • Paid company holidays
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
personnel managementMicrosoft Active DirectoryKerberosLDAPDirectory ServicesSSOSAML*Nix systemsMDM conceptscloud technologies
Soft Skills
leadershipcoachingmentoringcommunicationpresentationproblem-solvingrelationship buildingperformance managementteam developmentcustomer service
Certifications
BS degreeComputer ScienceComputer Engineering