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. As a Technical Support Engineer you will be responsible for supporting customers with IT related issues as they deploy, configure, and report incidents with their BeyondTrust products and solutions. This responsibility includes responding to, resolving or escalating and documenting customer incidents in a timely, efficient, and professional manner while actively participating in a team environment. This position requires the ability to exercise independent judgment in communication with peers and customers to quickly assess the scope of customer issues, ensuring they are addressed judiciously and routed in accordance with organizational objectives and policies.

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 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 server OS such as Microsoft Windows Server
• Knowledge of Active Directory and GPO
• Knowledge of Network Topology/Layers
• Knowledge of Networking Tools and Utilities
• Knowledge of AV/Firewall Rules and Policies
• Knowledge of Secure 'machine to machine' communications
• Knowledge of Virtualization
• Knowledge of Windows Account Administration
• Knowledge of Security software
• 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

• Flexible attitude
• Enjoy working with a team and alone as the situation dictates
• Great sense of humor
• Passionate, optimistic, and energetic
• Insatiable thirst for knowledge and improvement
• Desire to grow in your role and in the company
• Up to speed in the latest Cyber Security and Software trends
• Evokes inspiration in those around you
• Proactive
• Graciously give and receive feedback
• Motivated, no excuses, and a tenacious self-starter