Support Engineer

Summary

Join us as a BeyondTrust Support Engineer to own our largest and most important customer issues, provide level 2 & 3 support, and troubleshoot technical problems for customers with a mix of debugging, networking, system administration, updating documentation, and when needed, coding/scripting.

Requirements

• 3-5 years of experience as a BeyondTrust Engineer and/or Administrator
• 3+ years of progressive experience in managing, configuring, and optimizing BeyondTrust password Safe for large enterprise organizations
• Extensive experience in managing Privileged Remote Access (PRA)
• Experience with both on-prem and cloud platform is a strong asset
• A strong background in operational excellence, including Incident, Problem, and Change Management based on the ITIL framework
• Strong knowledge of IT systems, hardware, software, and network technologies
• Bachelor’s or Master’s Degree in Computer Science, Computer Engineering, Management Information Systems, or equivalent experience
• BeyondTrust Certifications required for this role Certified Implementation Engineer – Password Safe
• Certified Implementation Engineer Advance – Password Safe
• Certified Implementation Engineer – Privileged Remote Access
• Certified Implementation Engineer Advance – Privileged Remote Access
• Ability to work in a team environment as well as independently
• Strong verbal and written communication skills
• Ability to solve complex problems while effectively communicating technical concepts

Responsibilities

• Lead Incident response activities, including advanced troubleshooting, and war/situation rooms, and provide detailed root cause analysis for unplanned outages and problems
• Take ownership of escalated technical issues from Level 1 support, troubleshoot, and resolve complex problems efficiently while adhering to established SLAs
• Problem Solving: Analyze and identify recurring issues, proposing proactive solutions and process improvements to prevent future problems
• Maintain excellent communication with clients, providing clear and concise updates on the status of their issues, expected resolution times, and steps taken to resolve problems
• Perform advanced system administration tasks, such as server configuration, maintenance, patching, and upgrades as needed
• Work closely with the BeyondTrust Support team to address and resolve issues related to the BeyondTrust Privileged access management and Collaborate with the infrastructure team to address issues related to system and network infrastructure
• Manage and monitor the BeyondTrust Password Safe and Privilege Remote Access and resolve all issues related to Admin access to target servers and network devices