Technical Support Engineer

About the position

BeyondTrust is a place where you can bring your purpose to life through the work that you do, creating a safer world through our cyber security 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.

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 Tier 3 Support, 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

• Bachelor’s degree preferred in a related technical field.
• 5 years in enterprise software customer support and/or IT related support.
• Proficient knowledge of Windows based Desktop and Server OS.
• Proficient knowledge of Mac OS (preferred).
• 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.

Nice-to-haves

• Active Directory
• Group policy
• Networking/Layers
• Windows Server
• Anti-virus/Firewall rules/policy
• Virtualization
• Customer service
• Azure
• Secure machine to machine communication
• Security software
• SQL
• Windows Server administration
• Windows 10/11
• Mac OS (Catalina and higher)
• Command line
• Scripting (optional)
• Windows account administration
• Team interaction skills
• Organized
• SaaS
• Microsoft office