Enterprise Technical Support Advisor

Overview

Quest is an award-winning global software company delivering a broad range of IT management solutions that help our customers solve their most pressing and complex IT challenges. For more than three decades, we’ve empowered over 100,000 customers in 100+ countries to spend less time managing IT and more time driving innovation.

We are seeking an Enterprise Technical Support Engineer to join our AMER Platform Management Support team. This role supports our evolving hybrid portfolio — with a strong emphasis on SaaS-first solutions, while also providing support for our industry-leading on-premises software.

We encourage a culture of continuous learning and AI adoption, empowering our engineers to use AI tools to increase their performance, adapt to evolving technologies, and deliver outstanding customer experiences.

At Quest, our people drive our success. We offer competitive benefits, growth opportunities, and a collaborative, customer-focused culture.

100% remote - Candidate MUST be located in Panama.

Responsibilities

As a Technical Support Engineer, you will be a vital member of a global virtual team, delivering exceptional technical support for our Platform Management suite, with a focus on Active Directory, Exchange, Microsoft 365, and related Microsoft ecosystems.

-Own and resolve customer issues end-to-end, maintaining a personal queue of open support cases until full resolution

-Reproduce and diagnose complex customer scenarios in lab environments for root cause analysis

-Leverage AI tools and solutions to boost troubleshooting efficiency, knowledge sharing, and case resolution time

-Interface with Product Development, Product Management, Sales, and Professional Services teams to escalate and resolve advanced technical issues

-Document detailed case information in our support portal and contribute to our Knowledge Centered Support (KCS) repository by creating customer-facing technical content

-Develop deep product expertise through ongoing training, pro-actively use AI to expand your skill set, and share knowledge with peers to build team capability

-Participate in local or global projects to improve support delivery, product quality, or customer experience

-Act as a liaison between customers and Engineering teams to communicate product defects, enhancement requests, and workarounds

-Provide occasional after-hours and weekend support as required, once fully ramped

Qualifications

Essential Technical Skills & Experience

-Prior experience in Technical Support, System Administration, or a related technical customer-facing role

-Excellent written and verbal communication skills in English

-Proven troubleshooting skills, especially in enterprise Windows environments

-In-depth understanding of Active Directory administration, migrations, trusts, ACLs/ACEs

-Hands-on experience with Microsoft Exchange (architecture, administration, migration)

-Strong knowledge of Microsoft 365 including Exchange, EntraID, SharePoint, Teams, Public Folders, PowerBi, Etc

-Familiarity with networking fundamentals, including TCP/IP, DNS, LDAP

-Experience configuring and maintaining Internet Information Services (IIS)

-Working knowledge of SQL Server basics (queries, troubleshooting)

-Experience with virtualization technologies (e.g., VMware, Hyper-V)

-Exposure to debugging and network analysis tools (e.g., Fiddler, Wireshark)

-Remote support tools experience (e.g., WebEx, MS Teams)

-Technical writing skills for knowledge base or customer-facing documentation

-Demonstrated interest in using AI tools to improve workflows, troubleshoot smarter, and adapt to new technologies

-Ability to work independently, prioritize tasks, and thrive in a fast-paced, collaborative team environment

Preferences

-MCSE / MCSA / Microsoft 365 or Azure Administrator certification

-Experience supporting SaaS-based migration or management tools (e.g., Quest On Demand Migration, Metalogix Content Matrix)

-Familiarity with Knowledge Centered Support (KCS) principles

-A mindset of continuous learning and willingness to experiment with AI solutions for improved support delivery

Technologies You’ll Work With

-Operating Systems: Windows Server 2016, 2019, 2022

-Messaging & Collaboration: Microsoft Exchange 2016, 2019, Microsoft 365 (Exchange Online)

-Directory Services: Active Directory Domain Services, LDAP, AD migration and consolidation

-Networking: TCP/IP, DNS, LDAP

-Web & Application Servers: Internet Information Services (IIS)

-Databases: Microsoft SQL Server 2016, 2019, 2022

-SharePoint: SharePoint Server Subscription Edition, SharePoint Online

-Virtualization: VMware, Hyper-V

What We Offer

-A collaborative, global team culture where innovation, customer focus, and growth thrive

-Opportunities for continuous technical development and career advancement

-Flexible working model with remote-friendly policies

-A comprehensive benefits package to support your well-being and work-life balance

Be a part of Quest — where your expertise, curiosity, and AI-enabled skills help customers transform their IT, modernize securely, and solve tomorrow’s challenges today.

Company Overview

Quest Software builds the foundation for enterprise AI with solutions in data governance, cybersecurity, and platform modernization. More than 45,000 companies — including 90% of the Fortune 500 — trust Quest to solve their most critical IT challenges. From securing identities and modernizing platforms to preparing data for AI, we help enterprises unlock their full potential.

Why Quest

At Quest, your work makes an impact. You’ll help organizations get AI-ready while building your career with a global team of innovators. We offer:

• Competitive pay, annual bonuses, and top-performer recognition.
• Comprehensive health, family, and retirement benefits.
• Flexible work options, generous PTO, and wellness programs.
• Professional growth through learning platforms, mentorship, and leadership programs.
• Inclusive teams that reflect the world we serve, supported by Employee Resource Groups and our Equality & Inclusion Council.

Quest is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Quest is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Quest are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, or belief, national, social, or ethnic origin, sex (including pregnancy), age, physical, mental, or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union, or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Quest will not tolerate discrimination or harassment based on any of these characteristics. Quest encourages applicants of all ages.

Come join us. For more information, visit us on the web at Quest Careers Innovate.Collaborate.Grow

Job seekers should be aware of fraudulent job offers from online scammers and only apply to roles listed on quest.com/careers using our applicant system. Note: We do not use text messaging or third-party messaging apps like Telegram to communicate with applicants, so please exercise caution if you are approached in this way and only interact with people claiming to be Quest employees if they have an email address ending in @quest.com.