About Us:
Delinea is a leading provider of privileged access management (PAM) solutions for the modern, hybrid enterprise. We make privileged access more accessible by eliminating complexity and defining the boundaries of access to reduce risk, ensure compliance, and simplify security. Delinea empowers thousands of customers worldwide, including over half the Fortune 100. Our customers include the world’s largest financial institutions, intelligence agencies, and critical infrastructure companies.
Join our passionate, global team at Delinea and help us make the world a safer and more secure place. Our success is driven by world-class product leadership, outstanding engineers, and strategic investment from TPG. We value diversity, innovation, and a culture of respect and fairness. If you're ready to push boundaries and challenge the status quo in security, we want to hear from you.
Apply today to help us achieve our mission.
Technical Onboarding Manager Summary:
As part of the Customer Experience organization, you will partner with the Customer Success and Onboarding Managers to own the ongoing technical relationship throughout the customer’s lifecycle. Your focus will be to drive initial and ongoing customer adoption of the Fastpath product by collaborating with your team to identify and resolve technical challenges, including platform configuration, bridge integration setup, integration extensions, and API setup. Technical Onboarding Managers develop and maintain a deep technical understanding of our product suite, and partner closely with Customer Support and Product/Engineering teams with the goal of helping customers realize the full value of the platform. The Technical Onboarding Manager position reports to the Manager of Onboarding & Implementation.
What You’ll Do:
Develop and maintain a deep technical understanding of the Fastpath product suite, service offerings, and how they drive customer outcomes.
Responsible for post-sales technical customer health, which may include system configuration, SSO setup, implementation assistance, data mapping, and light coding to extend the platform.
Develop functional understanding of complex customer issues and take ownership of solving or working cross-functionally with Product/Engineering to solve related technical challenges.
Build and maintain out-of-the-box integrations between customer applications and Fastpath's platform.
Be a customer advocate and encourage a customer-centric mindset throughout the organization.
Drive customer solutions to completion by working across teams such as Support, Sales, Product, and Engineering.
Support team-wide retention goals and defined customer satisfaction metrics.
Serve as the primary resource for technical implementation customer inquiries via phone, video conference, and email.
Work alongside Customer Education and Marketing teams to create and maintain internal technical success documentation and customer-facing installation guides.
What You’ll Bring:
Experience working with SaaS software in B2B industries such as financial, identity, or technology.
2+ years of experience working in Technical Support/Engineering or related technical field.
Experience working directly with end users.
Ability to learn and apply technical solutions such as writing Java application code or using Postman for API troubleshooting.
Ability to conduct technical troubleshooting research on your own.
Excellent oral and written communication skills along with an ability to work with a broad range of internal and external stakeholders.
Eagerness to learn our software, processes, and new technical skills.
Ability to follow processes to completion and to ask questions when unclear.
Must be highly organized and able to prioritize and process several tasks concurrently.
Bonus If You Have:
BA/BS degree in Business, Computer Science, or related field.
3-5 years of experience working as a Technical Success/Technical Account Manager or related role such as Implementation, Technical Support, and/or Engineering.
Experience writing Java application code.
Experience with REST Web Services including JSON and XML Data Formats.
Active Directory / LDAP Management experience.
Experience reading and writing SQL queries or scripts.
Experience with Debian Linux, Red Hat Enterprise Linux, or navigating a Linux flavor using a terminal.
Basic understanding of integration and ETL technologies, security, and authentication issues.
Experience with data mappings and transformations a plus. Proven experience in solving complex technical problems in a customer-facing environment.
Proven experience self-motivating within a high-performing, fast-paced team.
Delinea Culture & Benefits:
Why work at Delinea?
· We’re passionate problem-solvers doing our part to make the world a safer place.
· We invest in people who are smart, self-motivated, and collaborative.
· What we offer in return is meaningful work, a culture of innovation and great career progression!
At Delinea, our core values are STRONG—Spirited – Trust – Respect – Ownership – Nimble – Global – and guide our behaviors and success. We believe weaving these core values into our day-to-day actions, and our process for hiring, evaluating, and promoting employees, helps us cultivate a work environment that embraces collaboration and camaraderie.
We take care of our employees. We offer competitive salaries, a meaningful equity and bonus program, and excellent benefits, including a full suite of medical, dental, and vision insurance, as well as 401(k) matching, ROTH, comprehensive life insurance, short-term and long-term disability insurance, an employee assistance program, generous discretionary time off (DTO), and 12 paid holidays. We support all families with 12 weeks of paid leave for new birth, adoption, surrogacy, or foster-to-adopt primary caregivers. Secondary caregivers are offered 6 weeks of paid leave.
Delinea is an Equal Opportunity and Affirmative Action employer and prohibits discrimination and harassment of any type with regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
Upon conditional offer of employment, candidates are required to complete comprehensive 7-year criminal background check, verification of education, and verification of employment, per employment policy. In addition, all publicly posted social media sites may be reviewed.
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