Technical Support Engineer, BeyondTrust

• Bachelor’s degree preferred in a related technical field
• Knowledge of SQL Connectivity and Permissions, Basic SQL Scripting, Active Directory and GPO, Network Topology/Layers, Network Tools/Utilities, AV/ Firewall Rules and Policies, Secure “machine to machine” communications, Virtualization, Windows Account Administration, security software
• Basic understanding of Linux and Mac OS environments
• Strong dedication to customer care
• Demonstrated interpersonal skills
• Excellent communication (oral and written) skills
• Ability to understand and analyze customer needs

Desirable

• The Technical Support Engineer is responsible for supporting customers as they deploy, configure, and report incidents with their BeyondTrust products
• This responsibility includes responding to, troubleshooting, resolving or escalating and documenting customer’s 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
• Communicate with customers verbally or in writing in a professional, efficient, pleasant and helpful manner
• Resolve customer support incidents using intelligent, qualified troubleshooting techniques, teamwork, independent judgment, and a variety of internal resources
• Document all interaction with customers, including communication and resolutions
• Work with Technical Escalation Engineers to resolve or escalate more complex issues
• Actively participate with other Technical Support Engineers in a team-oriented culture and assist other internal groups
• Escalate critical issues and roadblocks to the Technical Support Manager
• Work on-call rotation for the assigned product team