[Hiring] Technical Support Engineer @BeyondTrust

Role Description

Technical Support Engineer: Responsible for supporting customers as they deploy, configure, and report incidents with their BeyondTrust products. This responsibility includes:

• Responding to, troubleshooting, resolving or escalating and documenting customer’s incidents in a timely, efficient and professional manner.
• Actively participating in a team environment.
• Exercising independent judgment in communication with customers during configuration and troubleshooting processes.

What You’ll Do:

• 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 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.

Qualifications

• 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 server OS 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.

Requirements

• Knowledge in Active Directory and GPO.
• Network Topology/Layers.
• Networking Tools and Utilities.
• AV/Firewall Rules and Policies.
• Secure “machine to machine” communications.
• Virtualization.
• Windows Account Administration.
• Security software.
• DNS.

Benefits

• Diversity and Inclusion as guiding values.
• Supportive culture that encourages employee care for customers.
• Hiring from diverse backgrounds to strengthen the team.