BeyondTrust is dedicated to creating a safer world through its cyber security SaaS portfolio. We foster a culture of flexibility, trust, and continual learning, recognizing employee growth and impact on our success. As a Technical Support Engineer, you will support customers in deploying, configuring, and resolving incidents with BeyondTrust products. This role requires you to communicate effectively with customers during troubleshooting, manage customer expectations, and collaborate in a team environment.
Key Responsibilities:
- Manage customer communication and expectations.
- Provide phone, email, and chat support to assigned accounts.
- Troubleshoot and debug customer issues.
- Act as the liaison between customers and Engineering, Sales, and Field Engineer teams.
- Transition product issues to Engineering and track status with customers.
- Escalate critical issues to the Technical Support Manager.
- Participate in the on-call rotation for the assigned product team.
Qualifications:
- Bachelor’s degree preferred in a related technical field.
- Minimum of 5 years in enterprise software customer support and/or IT-related support.
- Proficient in Windows-based server OS such as Microsoft Windows Server.
- Knowledge of Active Directory, GPON, Networking Topology/Layers, Networking Tools, AV/Firewall Rules, Secure communications, Virtualization, Windows Account Administration, and Security software.
- Strong dedication to customer care with excellent verbal and written communication skills.
- Ability to analyze customer technical needs and work effectively with cross-functional teams.
Personal Attributes:
- Flexible with a positive attitude.
- Enjoys teamwork and individual tasks as needed.
- Passionate about knowledge and improvement within the cyber security field.
- Maintains a strong work ethic, integrity, and proactive approach.
Language Requirements:
Excellent verbal and written communication skills in English are essential.
About BeyondTrust:
BeyondTrust is the worldwide leader in intelligent identity and access security, enabling organizations to protect identities and stop threats. We are committed to innovation in identity-first security and support a diverse workforce. Learn more at www.beyondtrust.com.
Work Conditions: Full-time
Location: Dubai, Dubai, United Arab Emirates (Remote)
