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Technical Support Engineer
BeyondTrustTechnical Support Engineer supporting clients with cybersecurity solutions through customer communication. Managing customer expectations and liaising with Engineering and Sales teams to resolve issues.
About the role
Key responsibilities & impact- 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.
Requirements
What you’ll need- 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.
Benefits
Comp & perks- 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.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
troubleshootingdebuggingWindows OSDesktop OSServer OSMac OSenterprise software supportIT support
Soft Skills
customer communicationcustomer careteam interactionverbal communicationwritten communicationanalytical skillscollaboration
Certifications
Bachelor’s degree