Technical Support Engineer

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:
Technical Support Engineer: 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 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:
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.
Benefits & Perks:
Put your wellbeing first with our amazing benefits package:
25 days’ holiday which increases with length of service
Competitive pension scheme
Vitality Private Healthcare for you and family
Medicash Benefit (including Dental cover)
Life Insurance (4x annual salary)
Income Protection if you are unable to work due to ill health
Paid parental leave
Sabbatical leave
Employee Assistance Programme
Co-investing opportunity
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 whocome 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 atwww.beyondtrust.com.
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