Quest Software

Enterprise Technical Support Engineer

Quest Software

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Job Level

Mid-LevelSenior

Tech Stack

AzureCloudCyber SecurityDNSMS SQL ServerSQLTCP/IPVaultVMware

About the role

  • Quest is an award-winning global software company delivering a broad range of IT management solutions Support our evolving hybrid portfolio — with a strong emphasis on SaaS-first solutions, while also providing support for our industry-leading on-premises software Use AI tools to increase performance, adapt to evolving technologies, and deliver outstanding customer experiences Own and resolve customer issues end-to-end, maintaining a personal queue of open support cases until full resolution Reproduce and diagnose complex customer scenarios in lab environments for root cause analysis Leverage AI tools and solutions to boost troubleshooting efficiency, knowledge sharing, and case resolution time Interface with Product Development, Product Management, Sales, and Professional Services teams to escalate and resolve advanced technical issues Document detailed case information in our support portal and contribute to our Knowledge Centered Support (KCS) repository by creating customer-facing technical content Develop deep product expertise through ongoing training, proactively use AI to expand your skill set, and share knowledge with peers to build team capability Participate in local or global projects to improve support delivery, product quality, or customer experience Act as a liaison between customers and Engineering teams to communicate product defects, enhancement requests, and workarounds Provide occasional after-hours and weekend support as required, once fully ramped

Requirements

  • Prior experience in Technical Support, System Administration, or a related technical customer-facing role Excellent written and verbal communication skills in English Proven troubleshooting skills, especially in enterprise Windows environments In-depth understanding of Active Directory administration, migrations, trusts, schema, ACLs/ACEs Hands-on experience with Microsoft Exchange (architecture, administration, migration) Strong knowledge of Microsoft 365 and hybrid Exchange/AD scenarios Familiarity with networking fundamentals, including TCP/IP, DNS, LDAP, WMI, DCOM, and ASP Experience configuring and maintaining Internet Information Services (IIS) Working knowledge of SQL Server basics (queries, troubleshooting) Familiarity with SharePoint (supported versions) Experience with virtualization technologies (e.g., VMware, Hyper-V) Exposure to debugging and network analysis tools (e.g., Fiddler, Wireshark) Remote support tools experience (e.g., WebEx, MS Teams) Technical writing skills for knowledge base or customer-facing documentation Demonstrated interest in using AI tools to improve workflows, troubleshoot smarter, and adapt to new technologies Ability to work independently, prioritize tasks, and thrive in a fast-paced, collaborative team environment