[Hiring] Technical Support Engineer @BeyondTrust

Role Description

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

• 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.

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 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.

Requirements

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

Benefits

• Diversity and Inclusion are guiding values of how we build our teams, cultivate leaders, and create a culture where people feel connected.
• We take care of our employees so they can take care of our customers.
• We hire incredible people from diverse backgrounds because when we are different together, we are stronger together.