Technical Support Engineer

Summary

Join BeyondTrust as a Technical Support Engineer and contribute to a safer world through our cybersecurity SaaS portfolio. You will support customers in deploying, configuring, and troubleshooting our products. This role involves managing customer communication, providing technical support via phone, email, and chat, and collaborating with various teams. You will troubleshoot and debug customer issues, escalate critical problems, and participate in on-call rotations. BeyondTrust fosters a culture of flexibility, trust, and continuous learning, offering a supportive and challenging work environment.

Requirements

• Bachelor’s degree preferred in a related technical field
• 5 years 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, in person, by telephone, and with large teams
• Ability to understand and analyse customer technical needs
• Ability to participate, contribute and interact with Pre-Sales Technical Engineers, Product Management, Development, Technical Support and Sales teams

Responsibilities

• Manage customer communication and expectations
• Provide phone, email and chat Support to assigned accounts
• Provide troubleshooting and debugging of 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, tracking status to the customer regularly
• Escalate critical issues and roadblocks to the Technical Support Manager
• Be a part of the on-call rotation for the assigned product team

Preferred Qualifications

• Knowledge In Active Directory and GPO
• Knowledge In Network Topology/Layers
• Knowledge In Networking Tools and Utilities
• Knowledge In AV/Firewall Rules and Policies
• Knowledge In Secure “machine to machine” communications
• Knowledge In Virtualization
• Knowledge In Windows Account Administration
• Knowledge In Security software
• Knowledge In DNS