What are the responsibilities and job description for the Technical Support Engineer position at 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 cyber security 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. 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.
What You’ll Do
- 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
What You’ll Bring
- 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
Nice To Have
- Experience in enterprise software customer support and/or IT related support
- Proficient knowledge of Windows based server OS such as Microsoft Windows Server
Better Together
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.
About Us
BeyondTrust is the worldwide leader in intelligent identity and access security, enabling organizations to protect identities, stop threats, and deliver dynamic access. We are leading the charge in innovating identity-first security and are trusted by 20,000 customers, including 75 of the Fortune 100, plus a global ecosystem of partners.
Learn more at www.beyondtrust.com.
