Remote Technical Support Engineer

Summary

Join BeyondTrust as a Customer Support Engineer where you will manage customer communication and expectations, provide phone, email, and chat support, troubleshoot customer problems, and be part of the on-call rotation for the assigned product team.

Requirements

• Bachelor’s degree or relevant experience in a related technical field
• Proficiency at the use of a system editor like Vi or Emacs (Vi preferred as this is the available editor by default)
• Proficiency at shell scripting, and familiarity with scripting languages like Bash, PowerShell, Perl, Python, TCL, Expect, and others
• Experience with C
• Experience with Kernel system calls
• Experience with network configuration and troubleshooting issues
• Experience with Active Directory and GPO
• Knowledge of Network Topology/Layers, Networking Tools and Utilities (tcpdump, Wireshark, netsh), configuration, and troubleshooting
• Experience with Unix/Linux administration, how a process can get started as a service, Name Services, and PAM
• Experience with Kerberos, SSL, LDAP, Active Directory, and web server configuration, trouble shooting, and interpretation of diagnostic messages
• Experience with system administration tasks related to application configuration, Unix/Linux security, Windows, File System types and ACLs, OS Capabilities, and SELinux
• Experience with how processes exchange data
• Experience with general SQL language and RDMBS concepts
• Understanding of strace, ltrace, pstack, and other instrumenting tools to monitor a process
• Understanding of Java tools like keytool to manage SSL certs in Java, curl and/or wget

Responsibilities

• Manage customer communication and expectations
• Provide phone, email and chat Support to assigned accounts
• Provide troubleshooting and debugging of customer problems
• Transition product issues to Engineering and product enhancements to Product Management, tracking status to the customer regularly
• Escalate critical issues and roadblocks to the next tier of Support
• Be part of the on-call rotation for the assigned product team

Benefits

Flexible work arrangement