Technical Support Engineer

12 hours, 54 minutes ago
Full-time
Senior
Customer and Technical Support
BeyondTrust

BeyondTrust

BeyondTrust is a global cyber security company specializing in identity and access security solutions, trusted by over 4,000 customers worldwide.

Professional Services
1K-5K
Founded 1985
$49M raised

Description

  • Manage customer communications and expectations throughout support cases.
  • Provide phone, email, and chat support to assigned accounts.
  • Troubleshoot and debug customer technical issues.
  • Document, resolve, and escalate incidents in a timely and professional manner.
  • Act as a liaison between customers and Engineering, Sales, and Field Engineering teams.
  • Transition product defects to Engineering and enhancement requests to Product Management while tracking progress with customers.
  • Escalate critical issues and roadblocks to the Technical Support Manager.
  • Participate in the assigned product team’s on-call rotation.

Requirements

  • Five years of experience in enterprise software customer support or IT-related support.
  • Bachelor’s degree in a related technical field preferred.
  • Proficiency with Windows-based server operating systems, including Microsoft Windows Server.
  • Knowledge of Active Directory and Group Policy Objects (GPO).
  • Understanding of network topology, network layers, networking tools, and utilities.
  • Knowledge of antivirus/firewall rules and policies, DNS, virtualization, and Windows account administration.
  • Understanding of secure machine-to-machine communications and security software.
  • Strong customer-care, teamwork, verbal, and written communication skills.
  • Ability to analyze customer technical needs and collaborate with Pre-Sales, Product Management, Development, Technical Support, and Sales teams.

Benefits

  • Remote work opportunity.
  • Inclusive and diverse workplace culture.
  • Culture emphasizing flexibility, trust, and continual learning.
  • On-call rotation for the assigned product team.

Interested in this position?

Apply directly on the company website

Apply Now

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