Technical Support Engineer
BeyondTrust
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Reporting to the Technical Support Manager.
- 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
- 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
- Diverse workforce
- Inclusion and collaboration culture
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
troubleshootingdebuggingWindows OSServer OSMac OSenterprise software supportIT support
Soft skills
customer careteam interactionverbal communicationwritten communicationanalytical skills
Certifications
Bachelor’s degree