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Technical Support Engineer
BeyondTrustTechnical Support Engineer providing support for BeyondTrust products, managing customer communications, and troubleshooting technical issues. Collaborating with Engineering and Sales teams to resolve product-related inquiries.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer support for enterprise software, with a strong focus on troubleshooting, communication, and collaboration across technical teams. Proficient in managing customer expectations and providing technical solutions in a timely manner.
Highest-signal resume keywords
Customer Communication ManagementWindows Based Server OS ProficiencyActive Directory and GPO KnowledgeNetworking Tools and UtilitiesTechnical Support Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
TroubleshootingDebuggingWindows Account AdministrationVirtualizationSecurity Software
Soft Skills
Customer Care DedicationTeam Interaction SkillsVerbal Communication SkillsWritten Communication Skills
Tools & Technologies
Microsoft Windows ServerNetwork TopologyAV/Firewall RulesSecure Communications
Industry Keywords
Enterprise Software SupportIT SupportTechnical LiaisonOn Call Rotation
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 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
- 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- Flexible work arrangements
- Professional development opportunities