Technical Support Engineer

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.

The Role

The Technical Support Engineer is responsible for supporting customers as they deploy, configure, and report incidents with their BeyondTrust products specifically our Remote Support Privileged Remote Access product. This responsibility includes responding to, troubleshooting, 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 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.
• Escalate product issues to the Technical Escalation team.
• Escalate critical issues and roadblocks to the Technical Support Manager.
• Opportunity to join an on-call rotation for the assigned product team.

What You’ll Bring

• 5 years in enterprise software customer support and/or IT related support
• Proficient knowledge of Windows based server OS such as Microsoft Windows Server
• Linux Mac OS knowledge desired.
• Network Topology/Layers
• Networking Tools and Utilities
• AV/Firewall Rules and Policies
• Secure “machine to machine” communications
• Virtualization
• Windows Account Administration
• 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 analyse customer technical needs.
• Ability to participate, contribute, and interact with Pre-Sales Technical Engineers, Product Management, Development, Technical Support and Sales teams

Who You Are

• You are flexible! You define “good attitude.”
• You enjoy working with a team and alone as the situation dictates.
• You have a great sense of humour.
• You are passionate, optimistic, and energetic.
• You have an insatiable thirst for knowledge and improvement and the desire to grow in your role and in the company.
• You are up to speed in the latest Cyber Security and Software trends… you work relentlessly to be innovative and stay relevant for the benefits of our customers, partners, employees, and the company.
• You evoke inspiration in those around you and encourage them to create their best work.
• You always work for the best interest of the group.
• You have unwavering personal integrity and work ethic.
• You are proactive.
• You graciously give and receive feedback.
• You are motivated no excuses, and a tenacious self-starter.

Better Together

Diversity. Inclusion. They’re more than just words for us. They are the 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. Customers who come from all walks of life just like us. We hire incredible people from diverse backgrounds because when we are different together, we are stronger together.

About Us

BeyondTrust is the global identity security leader protecting Paths to Privilege™. Our identity-centric approach goes beyond securing privileges and access, empowering organizations with the most effective solution to manage the entire identity attack surface and neutralize threats, whether from external attacks or insiders.

BeyondTrust is leading the charge in transforming identity security to prevent breaches and limit the blast radius of attacks, while creating a superior customer experience and operational efficiencies. We are trusted by 20,000 customers, including 75 of the Fortune 100, and our global ecosystem of partners.

Learn more at www.beyondtrust.com.