Climb Channel Solutions NA

Advanced Support Engineer I

Climb Channel Solutions NA

full-time

Posted on:

Location Type: Hybrid

Location: Taguig City • 🇵🇭 Philippines

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Job Level

Mid-LevelSenior

Tech Stack

DNSFirewallsLinuxTCP/IPUnix

About the role

  • Serve as the primary point of contact for escalated customer cases, delivering outstanding technical and case management.
  • Diagnose, troubleshoot, and resolve advanced technical issues related to Delinea software product(s).
  • Collaborate with peers, engineering and product teams to identify root causes and provide timely, high-quality solutions.
  • Repair and maintain customer trust by managing sensitive or escalated situations with professionalism and empathy.
  • Demonstrate a strong understanding of the product’s features and use cases, including how they interact with operating system(s) to aid in debugging and troubleshooting.
  • Document escalated case findings, solutions, and best practices to improve knowledge sharing and prevent recurring issues.
  • Contribute to continuous improvement by providing feedback to product and engineering teams based on customer insights.
  • Mentor and coach Technical Support Engineers and contribute to a culture of excellence within the global support team.

Requirements

  • Proven experience in enterprise-level customer support, technical support, and/or advanced troubleshooting roles for software solutions.
  • Exceptional customer and case management skills, with the ability to prioritize and manage multiple cases effectively.
  • Strong ability to work with difficult or frustrated customers while maintaining professionalism and rebuilding trust.
  • Knowledge of networking protocols and troubleshooting (TCP/IP, DNS, routing, firewalls, etc.).
  • Solid understanding of the product’s operating system (Linux/Unix/Windows, depending on environment).
  • Working knowledge of software code debugging principles and techniques to analyze, troubleshoot, and understand product code functionality.
  • Excellent English written and verbal communication skills, with the ability to explain complex technical concepts to diverse audiences.
  • Strong analytical thinking, problem-solving skills, and attention to detail.
Benefits
  • Excellent health 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
technical supportadvanced troubleshootingnetworking protocolsTCP/IPDNSroutingfirewallsLinuxUnixWindows
Soft skills
customer managementcase managementprofessionalismempathyanalytical thinkingproblem-solvingattention to detailmentoringcoachingcommunication