BeyondTrust is a place where you can bring your purpose to life through your work, creating a safer world through our cybersecurity SaaS portfolio. Our culture emphasizes flexibility, trust, and continual learning, ensuring you are recognized for your growth and for the impactful contributions you make to our success. You will be part of a team that challenges, supports, and inspires you to be the best version of yourself.
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As a Technical Support Engineer, you will be responsible for supporting customers as they deploy, configure, and resolve incidents with BeyondTrust products. Your responsibilities will include responding to, troubleshooting, resolving or escalating, and documenting customer incidents in a timely, efficient, and professional manner while actively participating in a collaborative team environment. This position requires the ability to exercise independent judgment in communication 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 the customer liaison to Engineering, Sales, and Field Engineer teams.
- Transition product issues to Engineering and product enhancements to Product Management, keeping customers regularly updated on status.
- 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.
- Ideally, a minimum of 3 years of experience in Enterprise Software customer support and/or IT-related support.
- Proficient knowledge of Windows-based server OS, such as Microsoft Windows Server.
- Strong dedication to customer care.
- Strong team interaction skills.
- Excellent verbal and written communication skills, by telephone and with large teams.
- Ability to understand and analyze customer technical needs.
- Ability to collaborate with Pre-Sales Technical Engineers, Product Management, Development, Technical Support, and Sales teams.
Knowledge Requirements:
- Active Directory and GPON.
- Network Topology/Layers.
- Networking Tools and Utilities.
- AV/Firewall Rules and Policies.
- Secure “machine to machine” communications.
- Virtualization and Windows Account Administration.
- Security software and DNS.
Diversity and Inclusion:
BeyondTrust values diversity and inclusion, which are more than just concepts for us. They guide how we build our teams, cultivate leaders, and create a culture where people feel connected. We hire incredible individuals from diverse backgrounds because we believe that our differences make us stronger together.
Language Requirements:
- Excellent verbal and written communication skills in English are required.
Join us at BeyondTrust and contribute to a safer world through your work while growing in a supportive environment.
