Job description
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.
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The Role
As a Technical Support Engineer you will be responsible 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’s incidents in a timely, efficient and professional manner while actively participating in a team environment. This position requires the ability to exercise independent judgement 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.
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.
• 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.
What You’ll Bring
• 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
Knowledge of the following
◦ 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
Who You Are
• 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.
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.
