Technical Support Engineer

Summary

Join BeyondTrust, a leading cybersecurity SaaS company, and contribute to a safer world by providing exceptional customer support. As a Customer Support Engineer, you will manage customer communication, troubleshoot technical issues, and act as a liaison between customers and internal teams. You will be responsible for providing phone, email, and chat support, resolving customer problems, and escalating critical issues. This role requires strong technical skills, excellent communication abilities, and a dedication to customer satisfaction.

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 Desktop and Server OS
• 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
• Active Directory
• Group policy
• Networking/Layers
• Windows Server
• Anti-virus/Firewall rules/policy
• Virtualization
• Customer service
• Azure
• Secure machine to machine communication
• Security software
• SQL
• Windows Server administration
• Windows 10/11
• Mac OS (Catalina and higher)
• Command line
• Windows account administration
• Team interaction skills
• Organized
• SaaS
• Microsoft office

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 Tier 3 Support, 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

• Proficient knowledge of Mac OS (preferred)
• Scripting (optional)