BeyondTrust

Technical Support Engineer

BeyondTrust

full-time

Posted on:

Location Type: Remote

Location: United Kingdom

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Tech Stack

DNS

About the role

  • 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 the following:
  • 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
  • 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.
Benefits
  • We take care of our employees so they can take care of our customers.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
troubleshootingdebuggingWindows ServerActive DirectoryGPOnetwork topologynetworking toolsAV rulesfirewall policiesvirtualization
Soft Skills
customer careteam interactionverbal communicationwritten communicationanalytical skillscollaborationcustomer liaisonproblem-solvingescalation managementon-call support