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Technical Support Engineer

16 hours, 49 minutes ago
United Kingdom
Full-time
Senior
Technical Support Engineer
Customer and Technical Support
Active Directory Cybersecurity Windows Server
Apply Now
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
View All Jobs 3

Description

  • Support customers as they deploy, configure, and report incidents with BeyondTrust products.
  • Respond to, troubleshoot, resolve, or escalate customer incidents in a timely and professional manner.
  • Document customer incidents and case activity accurately.
  • Manage customer communication and expectations.
  • Provide phone, email, and chat support to assigned accounts.
  • Act as the customer liaison to Engineering, Sales, and Field Engineer teams.
  • Transition product issues to Engineering and product enhancements to Product Management and track status updates for customers.
  • 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 preferred in a related technical field.
  • 5 years of experience in enterprise software customer support and/or IT-related support.
  • Proficient knowledge of Windows-based server operating systems such as Microsoft Windows Server.
  • Knowledge of Active Directory and GPO.
  • Knowledge of network topology/layers, networking tools and utilities, AV/firewall rules and policies, secure machine-to-machine communications, virtualization, Windows account administration, and security software.
  • Strong dedication to customer care.
  • Strong team interaction skills.
  • Excellent verbal and written communication skills, including in person, by telephone, and with large teams.
  • Ability to understand and analyze customer technical needs.
  • Ability to participate and interact with Pre-Sales Technical Engineers, Product Management, Development, Technical Support, and Sales teams.

Interested in this position?

Apply directly on the company website

Apply Now

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