BeyondTrust is seeking a Technical Support Engineer to provide support for customers deploying, configuring, and reporting incidents with BeyondTrust products. The role involves responding to, troubleshooting, resolving, or escalating customer incidents promptly and professionally while actively participating in a team environment. The ideal candidate will exercise independent judgment in communicating 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 a liaison between customers and Engineering, Sales, and Field Engineer teams.
- Transition product issues to Engineering and proposed enhancements to Product Management, regularly updating customers on the status.
- Escalate critical issues and roadblocks to the Technical Support Manager.
- Participate in the on-call rotation for the assigned product team.
Requirements:
- 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, particularly Microsoft Windows Server.
- Strong commitment to customer care and teamwork.
- Excellent verbal and written communication skills.
- Ability to understand and analyze customer technical needs and contribute to interactions with Pre-Sales Technical Engineers, Product Management, Development, Technical Support, and Sales teams.
Knowledge Areas:
- Active Directory and GPON
- Network Topology/Layers
- Networking Tools and Utilities
- AV/Firewall Rules and Policies
- Secure "machine to machine" communications
- Virtualization
- Windows Account Administration
- Security Software
- DNS
Work Conditions:
- Full-time position
- Remote work arrangement
Diversity & Inclusion:
BeyondTrust values diversity and inclusion as essential components of its work culture. The company is committed to creating environments where employees from different backgrounds can thrive and contribute their unique perspectives.
About BeyondTrust:
BeyondTrust is the worldwide leader in intelligent identity and access security, enabling organizations to protect identities, stop threats, and deliver dynamic access. With 20,000 customers, including 75 of the Fortune 100, BeyondTrust is pioneering innovations in identity-first security.
Language Requirements:
Excellent verbal and written communication skills are required.
