Technical Support Engineer

Summary

Join BeyondTrust as a Technical Support Engineer and support customers in deploying, configuring, and troubleshooting BeyondTrust products. You will communicate with customers, resolve incidents using various troubleshooting techniques, document interactions, collaborate with other engineers, and escalate complex issues. This role requires strong customer care, communication, and analytical skills, along with knowledge of various technologies. A bachelor's degree in a related field is preferred. BeyondTrust fosters a diverse and inclusive culture, valuing employee well-being and offering opportunities for growth.

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

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