Technical Support Engineer

About BeyondTrust

BeyondTrust is the worldwide leader in Privileged Access Management (PAM), empowering organizations to secure and manage their entire universe of privileges.  Our integrated products and platform offer the industry's most advanced PAM solution, enabling organizations to quickly shrink their attack surface across traditional, cloud, and hybrid environments.
Learn more at  www.beyondtrust.com.

Job Summary

• 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.

Essential Duties and Responsibilities

• 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
• Proficient knowledge of Mac OS
• 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

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.