Technical Support Engineer

About BeyondTrust

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.

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 leading the charge in transforming identity security to prevent breaches and limit the blast radius of attacks, while creating a superior customer experience and operational efficiencies. 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.

Key Responsibilities for the Technical Support Engineer

• Manage customer communication and expectations effectively.
• Provide phone, email, and chat support to assigned accounts, ensuring prompt resolution.
• Perform troubleshooting and debugging of complex customer problems.
• Act as the primary customer liaison to the Engineering, Sales, and Field Engineer teams.
• Transition product issues to Engineering and product enhancements to Product Management, meticulously tracking status with the customer.
• Escalate critical issues and roadblocks directly to the Technical Support Manager.
• Participate as a vital part of the on-call rotation for the assigned product team.

What You’ll Bring

• Bachelor’s degree preferred in a related technical field.
• 5 years of experience in enterprise software customer support and/or IT related support.
• Proficient knowledge of Windows based Desktop and Server Operating Systems.
• Proficient knowledge of Mac OS (preferred).
• Strong dedication to customer care and satisfaction.
• Strong team interaction skills, fostering collaboration and shared success.
• Excellent verbal and written communication skills, applicable in person, by telephone, and with large teams.
• Ability to understand and analyze complex customer technical needs.
• Ability to participate, contribute, and interact effectively with Pre-Sales Technical Engineers, Product Management, Development, Technical Support, and Sales teams.

Required Technical Knowledge

• Active Directory and Group Policy Objects (GPO).
• Network Topology/Layers (e.g., OSI model).
• Networking Tools and Utilities.
• Antivirus/Firewall Rules and Policies.
• Secure “machine to machine” communications.
• Virtualization technologies.
• Windows Account Administration.
• Security software principles and applications.
• DNS configuration and troubleshooting.

Better Together at BeyondTrust

Diversity. Inclusion. They’re more than just words for us. They are the guiding values of how we build our teams, cultivate leaders, and create a culture where people feel connected. We take care of our employees so they can take care of our customers. Customers who come from all walks of life just like us. We hire incredible people from diverse backgrounds because when we are different together, we are stronger together.

Key skills/competency

• Customer Support
• Technical Troubleshooting
• Windows Server OS
• Mac OS Proficiency
• Active Directory Management
• Network Topology
• Cybersecurity Solutions
• Communication Skills
• Customer Relationship Management
• SaaS Support