Technical Support Engineer

Summary

Join BeyondTrust as a Technical Support Engineer and support customers with IT issues related to deploying, configuring, and reporting incidents with BeyondTrust products. Respond to, resolve, or escalate customer incidents efficiently and professionally. Exercise independent judgment in communicating with peers and customers to assess and address issues. Collaborate with a team to ensure timely resolution of customer problems. This role requires strong communication, troubleshooting, and analytical skills. You will be a key liaison between customers and internal teams, including Engineering, Sales, and Field Engineering.

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