Technical Escalations Engineer

About BeyondTrust

BeyondTrust is the worldwide leader in intelligent identity and access security, empowering organizations to protect identities, stop threats, and deliver dynamic access to empower and secure a work-from-anywhere world. Our integrated products and platform offer the industry's most advanced privileged access management (PAM) solution, enabling organizations to quickly shrink their attack surface across traditional, cloud and hybrid environments.
Learn more at www.beyondtrust.com.

What Will You Do?

BeyondTrust is seeking an Escalation Engineer to investigate customer-reported bugs and feature requests in production environments. This is a hands-on position that requires troubleshooting, researching, and reproducing issues in house that are discovered in customer environments.  

• Reproduce issues found at customer sites. Assist with support calls as needed to gather information.
• Work with Technical Support, Software Development, and Product Management to ensure network security products meet and exceed customer expectations and technical requirements
• Troubleshoot and resolve issues escalated to development by technical support
• Coordinate communication from support and customers to our development teams.
• Maintain lab environments with various operating systems and configurations.

What is Required?

• Experience with low level troubleshooting of customer escalations
• Strong communication skills, oral and written.
• Strong methodical/analytical/troubleshooting skills required.
• Experience with Active Directory/Group Policy/computer security strongly preferred.
• Excellent organisation, time management, process adherence skills.
• Experience with C#, .net web applications / web service development
• Strong MSSQL skills
• Experience with Active Directory, LDAP and associated security protocols.
• Experience with Windows/Unix/Linux OS.

What isn’t required but would be AWESOME?

• Experience with network configuration and optimisation
• Experience with SQL Profiler 

Who are you? 

• You have unwavering personal integrity and work ethic.
• You are flexible! You are a team player and excel individually as the situation dictates.
• You ask “how we can, not why we can’t.”
• 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 with 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 team at all times.
• You are proactive; a tenacious self-starter to the core.

A Note on Covid-19

It’s paramount that you feel safe and secure throughout our hiring process and, if successful, as you onboard into the business. In response to the current Covid-19 pandemic, whilst the majority of our offices remain open, we are recommending that our employees work from home where possible. All of our interviews are taking place virtually over Microsoft Teams or Zoom and we are onboarding all-new global hires on a remote basis.

We understand that the world of work is evolving and we are a company that prides itself on our adaptability and ability to provide an inclusive and flexible environment that embraces all team members regardless of whether they are based in one of our offices or at home.

BeyondTrust is an EEO/AA/Disability/Vets Employer and an equal opportunity employer, offering a competitive salary with excellent benefits. We welcome all candidate applications who meet the minimum qualifications listed above.

What truly makes BeyondTrust special are the people – people who keep the culture strong and make working here exciting, rewarding, and ultimately fun!

Search @beyondtrust and #beyondtrustlife on Twitter and LinkedIn to find out more.