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About the Role
As a Quest engineer, you will provide both proactive and reactive support, working closely with global colleagues, Product Management, and R&D. You will become a trusted technical advisor for customers using Quest solutions in Microsoft 365 and Windows/Linux environments. Quest values long-term employee success and offers extensive benefits and opportunities for growth.
Responsibilities
- Act as a customer advocate and represent Quest Support in a professional and friendly manner
- Own incoming technical issues, diagnose problems, and provide resolutions via email, remote sessions, chat, or phone
- Maintain a personal queue of ongoing customer issues and drive them to resolution
- Document all case details in the CRM system
- Create and publish Knowledge Base articles in a Knowledge-Centered Support (KCS) environment
- Participate in team discussions, share ideas, and contribute to continuous improvement
- Reproduce customer issues in lab environments and troubleshoot potentially complex scenarios
- Stay knowledgeable about Quest products and current industry technologies
- Provide after-hours or weekend support when required
Requirements
- Microsoft 365 (Azure AD / Entra ID, Exchange Online, SharePoint/OneDrive, Teams) administration experience
- Windows or Linux system administration experience
- Understanding of basic network concepts such as DNS, TCP/IP, authentication, and permissions
- Ability to diagnose issues related to OS level or configuration
- Technical skills and proficiency are prioritized over years of experience
- Technical support experience is a plus
Skills
- Customer Service Focus
- Experience in a customer-facing technical support or service environment
- Strong interpersonal skills and a customer-oriented mindset
- Ability to deliver excellent customer service
- Analytical & Problem-Solving Skills
- Ability to gather relevant information and troubleshoot technical issues effectively
- Ability to anticipate and prevent potential customer issues
- Communication Skills
- Strong written and verbal communication skills
- Adaptability
- Ability to work in a fast-paced, dynamic environment
- Ability to manage multiple issues professionally and efficiently
- English reading and writing ability (conversational ability is a plus)
- Experience with cloud platforms such as Azure
- Experience in technical support or IT roles involving customer interaction
Experience Level
- Technical skills and proficiency are prioritized over years of experience
Benefits
- Competitive pay, annual bonuses, and top-performer recognition
- Comprehensive health, family, and retirement benefits
- Flexible work options, generous PTO, and wellness programs
- Professional growth through learning platforms, mentorship, and leadership programs
About the Company
- Quest is an award‑winning IT management software provider offering solutions that help organizations solve their most common and most challenging IT problems.
- Quest Software builds the foundation for enterprise AI with solutions in data governance, cybersecurity, and platform modernization.
- More than 45,000 companies — including 90% of the Fortune 500 — trust Quest to solve their most critical IT challenges.
- From securing identities and modernizing platforms to preparing data for AI, we help enterprises unlock their full potential.
Equal Opportunity
- Quest is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Quest is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment.
- All employment decisions at Quest are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, or belief, national, social, or ethnic origin, sex (including pregnancy), age, physical, mental, or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union, or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.
- Quest will not tolerate discrimination or harassment based on any of these characteristics.
- Quest encourages applicants of all ages.