Remote
BeyondTrust

Title: Technical Support Engineer (Remote)

Location: Remote – US

At BeyondTrust, we are revolutionizing the way the world secures and manages privilege access. We are the worldwide leader in Privileged Access Management, offering the most seamless approach to preventing data breaches related to stolen credentials, misused privileges, and compromised remote access. Our extensible platform empowers organizations to easily scale privilege security as threats evolve across endpoint, server, cloud, DevOps, and network device environments. BeyondTrust unifies the industry’s broadest set of privileged access capabilities with centralized management, reporting, and analytics, enabling leaders to take decisive and informed actions to defeat attackers. Our holistic platform stands out for its flexible design that simplifies integrations, enhances user productivity, and maximizes IT and security investments. BeyondTrust gives organizations the visibility and control they need to reduce risk, achieve compliance objectives, and boost operational performance. We are trusted by 20,000 customers, including half of the Fortune 100, and a global partner network.

What Will You Do?
BeyondTrust is seeking a Technical Support Engineer to work remotely within the US. In this role you will be responsible for the following:

  • 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 is required?

  • 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:
    • SQL Connectivity and Permissions
    • Basic SQL Scripting
    • 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 are you?

  • 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.

We are an equal-opportunity employer, offering a competitive salary with excellent benefits. We welcome all candidate applications who meet the minimum qualifications listed above.