Technical Support Engineer, BeyondTrust

• 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
• 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
• You are flexible! You define “good 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 an insatiable thirst for knowledge and improvement and the desire to grow in your role and in the company
• You are up to speed in the latest Cyber Security and Software trends… you work relentlessly to be innovative and stay relevant for the benefits of our customers, partners, employees, and the company
• You evoke inspiration in those around you and encourage them to create their best work
• You work for the best interest of the group at all times
• You have unwavering personal integrity and work ethic
• You are proactive
• You graciously give and receive feedback
• You are motivated, no excuses, and a tenacious self-starter

• As a Technical Support Engineer you will be responsible for supporting customers with IT related issues as they deploy, configure, and report incidents with their BeyondTrust products and solutions
• This responsibility includes responding to, 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 peers and customers to quickly assess the scope of customer issues, ensuring they are addressed judiciously and routed in accordance with organizational objectives and policies
• 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

• Healthcare
• Retirement
• Generous time off policy

Total funding: $12.1m

Unifying in-office and remote terminals with secure authorisation, BeyondTrust is meeting the changing demands of identity security with new technology. Though it was founded in 1985, BeyondTrust modernised its systems with a new software platform in 2022, that better suits the security needs of remote work and hybrid employee structure.