Technical Support Engineer

Summary

Join BeyondTrust as a Technical Support Engineer and support customers in deploying, configuring, and troubleshooting BeyondTrust products. You will manage customer communication, provide phone, email, and chat support, troubleshoot and debug problems, and act as a liaison between customers and internal teams. Responsibilities include escalating critical issues, participating in on-call rotations, and transitioning product issues to engineering and product enhancements to product management. This role requires strong customer care, team interaction, and communication skills, along with technical expertise in areas such as Windows Server OS, Active Directory, and network topology. A bachelor's degree and 5 years of relevant experience are preferred. BeyondTrust fosters a culture of flexibility, trust, and continual learning.

Requirements

• 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
• Knowledge In 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
• DNS

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

Bachelor’s degree preferred in a related technical field