Technical Support Engineer - Remote

BeyondTrust is a leading company focused on creating a safer world through its cybersecurity SaaS portfolio. We emphasize a culture of flexibility, trust, and continual learning, ensuring that our team members are recognized for their growth and impact on our success.

As a Technical Support Engineer, you will support customers in deploying, configuring, and reporting incidents related to BeyondTrust products. Your responsibilities include managing customer communication and expectations, providing phone, email, and chat support to assigned accounts, troubleshooting and debugging customer issues, acting as a liaison between customers and internal teams (including Engineering and Sales), documenting incidents promptly and escalating critical issues to the Technical Support Manager, and participating in an on-call rotation for the assigned product team.

What You’ll Bring:

• A Bachelor’s degree in a related technical field is preferred.
• At least 5 years of experience in enterprise software customer support and/or IT-related support.
• Proficient knowledge of Windows-based server OS, especially Microsoft Windows Server.
• Strong dedication to customer care with excellent verbal and written communication skills.
• Ability to analyze and understand customer technical needs.

Knowledge Requirements:

• 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:
This is a full-time remote position with flexible working hours.

Benefits and Perks:

• 25 days of annual leave, increasing to 30 after one year of service.
• Parental leave program.
• Medical insurance (including dependants).
• Vision and dental benefits.
• Life Insurance (24 x base monthly salary).
• Flexible working patterns (remote, hybrid, or office-based).
• Employee Assistance Program.

Diversity and Inclusion:
BeyondTrust values diversity and inclusion, aiming to build teams from diverse backgrounds and cultivate leaders in a connected culture.

Language Requirements:
Excellent verbal and written communication skills are essential for this role.