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About the Role

The Technical Support Engineer is responsible for supporting customers as they deploy, configure, and report incidents with their BeyondTrust products. This includes responding to, troubleshooting, resolving or escalating, and documenting customer incidents in a timely, efficient, and professional manner while actively participating in a team environment. This position requires the ability to exercise independent judgment in communication with customers during configuration and troubleshooting processes.

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.

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

Skills

Windows Server OS
Active Directory
GPO
Network Topology
Network Layers
Networking Tools
Networking Utilities
AV/Firewall Rules
AV/Firewall Policies
Secure machine to machine communications
Virtualization
Windows Account Administration
Security software
Customer care
Team interaction
Verbal communication
Written communication
Customer technical needs analysis
Pre Sales Technical Engineering
Product Management
Development
Technical Support
Sales

Experience Level

5 years

Education Level

Bachelor’s degree preferred in a related technical field

About the Company

BeyondTrust is a place where you can bring your purpose to life through the work that you do, creating a safer world through our cybersecurity SaaS portfolio.
Our culture of flexibility, trust, and continual learning means you will be recognized for your growth, and for the impact you make on our success. You will be surrounded by people who challenge, support, and inspire you to be the best version of yourself.
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.