Technical Support Engineer
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Job Description
Technical Support Engineer supporting customers deploying and troubleshooting BeyondTrust identity security SaaS products. Resolving incidents, coordinating escalations, and providing phone, email, and chat support.
Responsibilities:
- Support customers as they deploy, configure, and report incidents with BeyondTrust products
- Respond to, troubleshoot, resolve, escalate, and document customer incidents in a timely, efficient, and professional manner
- 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 Engineering and product enhancements to Product Management
- Track issue status and provide regular customer updates
- Escalate critical issues and roadblocks to the Technical Support Manager
- Participate in the on-call rotation for the assigned product team
- Exercise independent judgment when communicating with customers during configuration and troubleshooting processes
- Participate actively in a team environment
Requirements:
- 5 years in enterprise software customer support and/or IT-related support
- Proficient knowledge of Windows-based server operating systems 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 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
- Knowledge of DNS
Benefits:
- Flexibility, trust, and continual learning culture
- Employee care and support
- Diversity and inclusion culture
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