Technical Support Engineer

Summary

Join BeyondTrust as a Technical Support Engineer and support customers deploying, configuring, and troubleshooting our cyber security SaaS portfolio. You will manage customer communication, provide phone, email, and chat support, troubleshoot problems, and act as a liaison between customers and internal teams. This role requires strong technical skills, excellent communication, and a dedication to customer care. You'll be part of an on-call rotation and work collaboratively within a team environment. BeyondTrust offers a flexible and supportive culture with opportunities for growth and development. We value diversity and inclusion and provide a supportive 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
• Knowledge of Active Directory and GPO
• Knowledge of Network Topology/Layers
• Knowledge of Networking Tools and Utilities
• Knowledge of AV/Firewall Rules and Policies
• Knowledge of Secure “machine to machine” communications
• Knowledge of Virtualization
• Knowledge of Windows Account Administration
• Knowledge of Security software
• 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 analyze 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

• You are flexible!
• You define “good attitude.”
• You enjoy working with a team and alone as the situation dictates
• You have a great sense of humor
• You are passionate, optimistic, and energetic
• You have an insatiable thirst for knowledge and improvement and the desire to grow in your role and in the company
• You are up to speed in the latest Cyber Security and Software trends… you work relentlessly to be innovative and stay relevant for the benefits of our customers, partners, employees, and the company
• You evoke inspiration in those around you and encourage them to create their best work
• You work for the best interest of the group at all times
• You have unwavering personal integrity and work ethic
• You are proactive
• You graciously give and receive feedback
• You are motivated, no excuses, and a tenacious self-starter