BeyondTrust is a place where you can bring your purpose to life through the work that you do, creating a safer world through our cyber security SaaS portfolio. Our culture of flexibility, trust, and continual learning means you will be recognized for your growth and for the impact you make on our success. You will be surrounded by people who challenge, support, and inspire you to be the best version of yourself.
As a Technical Support Engineer, you will be responsible for supporting customers as they deploy, configure, and report incidents with their BeyondTrust products. Your duties will include responding to, troubleshooting, resolving, or escalating customer incidents in a timely, efficient, and professional manner, while actively participating in a team environment. This position requires the ability to exercise independent judgment in communication with customers during configuration and troubleshooting processes.
Key Responsibilities:
- Manage customer communication and expectations.
- Provide phone, email, and chat support to assigned accounts.
- Troubleshoot and debug customer problems.
- Act as the customer liaison to Engineering, Sales, and Field Engineering teams.
- Transition product issues to Engineering and product enhancements to Product Management, tracking status to customers regularly.
- Escalate critical issues and roadblocks to the Technical Support Manager.
- Be part of the on-call rotation for the assigned product team.
Qualifications:
- Bachelor’s degree preferred in a related technical field.
- 5 years of experience in enterprise software customer support and/or IT-related support.
- Proficient knowledge of Windows-based server OS, such as Microsoft Windows Server.
- Knowledge of Active Directory, GPON, Network Topology/Layers, Networking Tools and Utilities, AV/Firewall Rules and Policies, and Secure "machine to machine" communications.
- Experience with virtualization, Windows account administration, and security software.
- Strong dedication to customer care and team interaction skills.
- Excellent verbal and written communication skills.
Who You Are:
- Flexible with a positive attitude.
- Enjoy working both in a team and independently.
- Have a great sense of humor.
- Passionate, optimistic, and energetic with a thirst for knowledge and improvement.
- Up to speed in the latest Cyber Security and Software trends.
- Motivated, proactive, and a tenacious self-starter.
Work Environment:
- Remote, full-time position.
Language Requirements:
- Excellent verbal and written communication skills are expected.
BeyondTrust is the worldwide leader in intelligent identity and access security, trusted by 20,000 customers, including 75 of the Fortune 100. We believe in the power of diversity and inclusion, hiring incredible people from diverse backgrounds to create a stronger team.
