Technical Support Engineer
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Job Description
Technical Support Engineer supporting BeyondTrust’s cybersecurity SaaS and identity security products. Troubleshooting enterprise customer issues across Windows, Linux, networking, cloud, and directory technologies.
Responsibilities:
- Manage customer communication and expectations
- Provide phone, email, and chat support to assigned accounts
- Troubleshoot and debug customer problems
- Act as customer liaison to Engineering, Sales, and Field Engineer teams
- Transition product issues to Tier 3 Support and Engineering
- Transition product enhancements to Product Management
- Track issue and enhancement status with customers regularly
- Escalate critical issues and roadblocks to the Technical Support Manager
- Participate in the on-call rotation for the assigned product team
Requirements:
- Bachelor’s degree or equivalent experience in a related technical field
- 5+ years of enterprise software customer support and/or IT-related support
- Strong dedication to customer service and teamwork
- Confidence driving technical investigations independently in remote environments
- Excellent verbal and written communication skills
- Ability to understand, analyze, and resolve customer technical needs
- Experience collaborating across Pre-Sales Engineering, Product Management, Development, Technical Support, and Sales
- 3+ years of Windows Server OS experience
- 3+ years of Windows and Active Directory account administration
- 3+ years of Active Directory, LDAP, and Group Policy administration
- 3+ years of networking experience, including DNS, port testing, packet captures, TLS, and secure communications
- 3+ years of RDP connections experience
- 3+ years of UNIX/Linux OS administration
- 3+ years of Azure/Entra ID
- 3+ years of AWS IAM, including roles, policies, and trust relationships
- 3+ years of command-line interface experience with CMD, PowerShell, and UNIX/Linux
- 3+ years of SSH connection troubleshooting
Benefits:
- Flexibility, trust, and continual learning culture
- Employee care and support
- Diversity and inclusion-focused workplace
- Remote work arrangement
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