BeyondTrust

Technical Support Engineer

BeyondTrust

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Job Level

Mid-LevelSenior

Tech Stack

AzureCyber SecuritySQL

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 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.
  • Active Directory
  • Group policy
  • Networking/Layers
  • Windows Server
  • Anti-virus/Firewall rules/policy
  • Virtualization
  • Customer service
  • Azure
  • Secure machine to machine communication
  • Security software
  • SQL
  • Windows Server administration
  • Windows 10/11
  • Mac OS (Catalina and higher)
  • Command line
  • Scripting (optional)
  • Windows account administration
  • Team interaction skills
  • Organized
  • SaaS
  • Microsoft office