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About the Role
BeyondTrust is a cybersecurity company focused on identity security. We offer a SaaS portfolio and foster a culture of flexibility, trust, and continuous learning, where employees are recognized for their growth and impact.
Responsibilities
- Manage customer communication and expectations.
- Provide phone, email, and chat support to assigned accounts.
- Troubleshoot and debug customer problems.
- Act as the customer liaison to Engineering, Sales, and Field Engineer teams.
- Transition product issues to Tier 3 Support and track status to the customer.
- Escalate critical issues and roadblocks to the Technical Support Manager.
- Participate in the on-call rotation for the assigned product team.
Requirements
- 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.
Skills
- 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
- Scripting (optional)
- Windows account administration
- Team interaction skills
- Organized
- SaaS
- Microsoft office
- Better Together
Experience Level
- 5 years
Education Level
- Bachelor’s degree preferred in a related technical field.
About the Company
- BeyondTrust is the global identity security leader protecting Paths to Privilege™.
- Our identity-centric approach goes beyond securing privileges and access, empowering organizations with the most effective solution to manage the entire identity attack surface and neutralize threats, whether from external attacks or insiders.
- BeyondTrust is leading the charge in transforming identity security to prevent breaches and limit the blast radius of attacks, while creating a superior customer experience and operational efficiencies.
- We are trusted by 20,000 customers, including 75 of the Fortune 100, and our global ecosystem of partners.
- Learn more at www.beyondtrust.com.
Equal Opportunity
- Diversity. Inclusion. They’re more than just words for us. They are the guiding values of how we build our teams, cultivate leaders, and create a culture where people feel connected.
- We take care of our employees so they can take care of our customers. Customers who come from all walks of life just like us. We hire incredible people from diverse backgrounds because when we are different together, we are stronger together.