BeyondTrust is a place where you can bring your purpose to life through the work 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 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 and documenting customer incidents in a timely, efficient, and professional manner while actively participating in a team environment. This position requires exercising independent judgment in communication with customers during configuration and troubleshooting processes.
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 Engineer teams.
- Transition product issues to Engineering and product enhancements to Product Management, regularly tracking status to the customer.
- 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 operating systems, such as Microsoft Windows Server.
- Strong dedication to customer care and excellent team interaction skills.
- Excellent verbal and written communication skills.
- Ability to understand and analyze customer technical needs.
- Experience with Active Directory, network topology/layers, networking tools and utilities, AV/firewall rules and policies, secure "machine to machine" communications, virtualization, Windows account administration, security software, and DNS.
Work Conditions:
- Remote work environment.
- Full-time role.
- On-call rotation required.
About BeyondTrust:
BeyondTrust is the worldwide leader in intelligent identity and access security, enabling organizations to protect identities, stop threats, and deliver dynamic access. We are a trusted partner to 20,000 customers, including 75 of the Fortune 100, committed to a diverse and inclusive workplace that fosters growth and well-being for all employees.
