Overview

BeyondTrust is a place where you can bring your purpose to life through the work that you do, creating a safer world through our cybersecurity SaaS portfolio. Our culture of flexibility, trust, and continual learning means you will be recognized for your growth, and for the impact you make on our success. You will be surrounded by people who challenge, support, and inspire you to be the best version of yourself.

The Role

The Technical Support Engineer is responsible for supporting customers as they deploy, configure, and report incidents with their BeyondTrust products, specifically our Remote Support & Privileged Remote Access product. This includes responding to, troubleshooting, resolving or escalating, and documenting customer incidents in a timely, efficient, and professional manner while actively participating in a team environment. This position requires the ability to exercise independent judgment in communication with customers during configuration and troubleshooting processes.

What You’ll Do

• 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.
• Escalate product issues to the Technical Escalation team.
• Escalate critical issues and roadblocks to the Technical Support Manager.
• Opportunity to join an on-call rotation for the assigned product team.

What You’ll Bring

• 5 years in enterprise software customer support and/or IT related support
• Proficient knowledge of Windows based server OS such as Microsoft Windows Server
• Linux & Mac OS knowledge desired
• 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 analyse customer technical needs
• Ability to participate, contribute, and interact with Pre-Sales Technical Engineers, Product Management, Development, Technical Support and Sales teams

Who You Are

• You are flexible and define a positive attitude
• You enjoy working with a team and alone as the situation dictates
• You have a great sense of humor
• You are passionate, optimistic, and energetic
• You have a thirst for knowledge and improvement and desire to grow in your role and in the company
• You stay up to speed with the latest cybersecurity and software trends and work to be innovative for the benefit of customers, partners, employees, and the company
• You inspire others to create their best work
• You work in the best interest of the group
• You have integrity and a strong work ethic
• You are proactive
• You give and receive feedback gracefully
• You are motivated, with a can-do attitude and a tenacious self-starter

Better Together

Diversity and inclusion are guiding values of how we build our teams, cultivate leaders, and create a culture where people feel connected. We hire incredible people from diverse backgrounds because when we are different together, we are stronger together.

About Us

BeyondTrust is the global identity security leader protecting Paths to Privilege. Our identity-centric approach goes beyond securing privileges and access, empowering organizations with the most effective solution to manage the entire identity attack surface and neutralize threats, whether from external attacks or insiders. We are trusted by 20,000 customers, including 75 of the Fortune 100, and our global ecosystem of partners. Learn more at www.beyondtrust.com.

Job Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Information Technology
• Industries: Software Development

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