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 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.
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The Technical Support Engineer is responsible for supporting customers as they deploy, configure, and report incidents with their BeyondTrust products. This includes responding to, troubleshooting, resolving or escalating, and documenting customer incidents in a timely, efficient, and professional manner while actively participating in a team environment.
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 Engineer teams.
- Transition product issues to Engineering and product enhancements to Product Management, tracking status for customers regularly.
- Escalate critical issues and roadblocks 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.
- 5 years 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, Secure “machine to machine” communications, Virtualization, Windows Account Administration, and Security software.
- Strong dedication to customer care and excellent team interaction skills.
- Excellent verbal and written communication skills.
Personal Attributes:
- Flexibility and a positive attitude.
- Ability to work effectively in a team and independently.
- Passionate, optimistic, and energetic with a strong desire for knowledge and improvement.
- Motivated self-starter with unwavering personal integrity and work ethic.
Diversity and Inclusion:
BeyondTrust values diversity and inclusion as essential components of our culture. We aim to build teams and cultivate leaders who reflect the diverse backgrounds of our customers.
Language Requirements:
Excellent verbal and written communication skills are essential, although no specific language requirements are mentioned.
