Technical Support Engineer

Summary

Join BeyondTrust as a Technical Support Engineer to support customers with their BeyondTrust products, resolving incidents and documenting interactions in a timely and professional manner. This role requires strong communication skills, ability to exercise independent judgment, and a team-oriented culture.

Requirements

• Bachelor’s degree preferred in a related technical field
• Knowledge of SQL Connectivity and Permissions, Basic SQL Scripting, Active Directory and GPO, Network Topology/Layers, Network Tools/Utilities, AV/Firewall Rules and Policies, Secure “machine to machine” communications, Virtualization, Windows Account Administration, security software
• Basic understanding of Linux and Mac OS environments
• Strong dedication to customer care
• Demonstrated interpersonal skills
• Excellent communication (oral and written) skills
• Ability to understand and analyze customer needs

Responsibilities

• Communicate with customers verbally or in writing in a professional, efficient, pleasant and helpful manner
• Resolve customer support incidents using intelligent, qualified troubleshooting techniques, teamwork, independent judgment, and a variety of internal resources
• Document all interaction with customers, including communication and resolutions
• Work with Technical Escalation Engineers to resolve or escalate more complex issues
• Actively participate with other Technical Support Engineers in a team-oriented culture and assist other internal groups
• Escalate critical issues and roadblocks to the Technical Support Manager
• Work on-call rotation for the assigned product team

Preferred Qualifications

• Expereince in enterprise software customer support and/or IT related support
• Proficient knowledge of Windows based server OS such as Microsoft Windows Server