Technical Support 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. 

Recent awards include

• Best Workplaces in Technology - Fortune Magazine
• Diversity in Tech Employer Award - WomenTech
• Top Work Places - Atlanta Journal Constitution

Position Summary
As a Technical Support Engineer at BeyondTrust, you will play a crucial role in the customer journey. Working as part of a skilled team supporting the customer on a variety of technical issues whilst delivering a high level of service. This is a fantastic opportunity for someone who wants to progress their skills and career quickly. This position requires someone living in Saudi Arabia currently. 

Main Duties

• Managing customer communication and expectations.
• Provide phone, email and chat Support to assigned accounts.
• Provide troubleshooting and debugging of customer problems.
• Transition product issues to Engineering and product enhancements to Product Management, regularly tracking status to the customer.
• Escalate critical issues and roadblocks to the next tier of Support.
• On call rotation for the assigned product team.

Experience 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:

• 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
• DNS
• 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 analyse customer technical needs.
• Ability to participate, contribute and interact with Pre-Sales Technical Engineers, Product Management, Development, Technical Support and Sales teams.

Why join BeyondTrust?

A healthy and motivated workforce goes hand-in-hand with the success of the company and the happiness of our customers. So why wouldn’t we give you the flexibility, perks and career confidence that you need to get the job done?

We also want to give you the opportunity to constantly evolve (shout out to the Pokémon fans). If you want to learn a new skill or improve the way the team works, your voice will be heard. Learning platforms & mentorship programmes are always there for you to get involved in. Progression routes are clear for those who want it, so don’t expect to be in the same position 2 years from now.

Are you ready to take your career above and beyond?

Apply now!

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