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Technical Support Engineer
BeyondTrustTechnical Support Engineer providing support for BeyondTrust cybersecurity products. Responsible for managing customer communication and troubleshooting incidents efficiently and professionally.
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 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 or equivalent experience in a related technical field
- At least 5 years in enterprise software customer support and/or IT related support
- Strong dedication to customer service
- Strong team interaction skills
- Proven confidence to drive technical investigation efforts in a remote work environment, both independently and as part of the team
- 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
- Strong passion for solving issues and learning new skills.
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. 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.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft Skills
Team Interaction SkillsProblem-Solving Passion