Technical Support Escalation Director

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, LinkedIn, X, and YouTube.

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.

Summary:

The Escalations Director (ED) is a senior, cross-functional leadership role created to manage and resolve customer escalations that have moved beyond technical troubleshooting into the realm of business and political risk. This person serves as the single point of accountability when a customer situation may become damaging to the customer relationship, the company's reputation, or a renewal or expansion opportunity.

The Escalations Director operates with a high degree of autonomy and executive trust. While the role is an individual contributor position, the ED applies influence, credibility, and soft power to mobilize resources, align stakeholders, and drive resolution across organizational boundaries. The ED operates within established company processes and procedures wherever possible, escalating through appropriate channels rather than bypassing them.

What You'll Do:

Escalation Ownership & Management

• 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

• Maintain a real-time view of all active escalations, their status, owners, and risk levels

Customer Engagement

• Lead external customer calls with professionalism, empathy, and authority, establishing confidence that the situation is being taken seriously at the highest level

• Establish clear, agreed plans of action with the customer, including ownership, milestones, and timelines

• Ensure all customer-facing communications are timely, accurate, and appropriately calibrated to the audience (from end-user through to C-suite)

Internal Coordination & Leadership

• Convene and chair internal escalation calls, requesting the appropriate mix of technical, operational, 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

Communication & Reporting

• Own the internal and external communication cadence throughout the lifecycle of an escalation

• Provide regular, concise status updates to senior leadership on active escalations, risks, and progress

• Produce post-escalation reviews documenting root cause, resolution timeline, lessons learned, and recommended process improvements

Process & Culture

• Identify patterns across escalations and work with relevant team leaders to address systemic issues upstream

• Define, maintain, and continuously improve the escalation management framework, playbooks, and escalation criteria

• Act as a culture carrier for customer-centricity and accountability across the organization

• As the role matures, may take on people management responsibilities for a small, global escalations team

What You'll Bring:

• 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

• Familiarity with Privileged Access Management (PAM), Identity Security, or adjacent cybersecurity domains — sufficient to engage credibly with both technical teams and security-conscious customers

• Proven ability to operate effectively under pressure and drive outcomes in ambiguous, fast-moving situations through influence rather than authority

• Strong 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 audience; from a single-sentence text or email to a structured status update to a formal outage summary or executive briefing; 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)

We'd Love to See:

• 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

Why work at Delinea?

• We're passionate problem-solvers helping the world's largest organizations protect what matters most: their human and machine identities.

• 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 and guide our behaviors and success:

• Spirited - We bring energy and passion to everything we do

• Trust - We act with integrity and deliver on our commitments

• Respect - We listen, value different perspectives, and work as one team

• Ownership - We take initiative and follow through

• Nimble - We adapt quickly in a fast-changing environment

• Global - We embrace diverse people and ideas to drive better outcomes

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 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.

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 criminal background check, verification of education, and verification of employment, per employment policy. In addition, all publicly posted social media sites may be reviewed.