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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: 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’s 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.
- 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.
Knowledge In
- 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
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 who come 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 global identity security leader protecting Paths to Privilege™. Our identity-centric approach goes beyond securing privileges and access, empowering organizations with the most effective solution to manage the entire identity attack surface and neutralize threats, whether from external attacks or insiders.
BeyondTrust is leading the charge in transforming identity security to prevent breaches and limit the blast radius of attacks, while creating a superior customer experience and operational efficiencies. We are trusted by 20,000 customers, including 75 of the Fortune 100, and our global ecosystem of partners.
Learn more at www.beyondtrust.com.
#LI-KP1 Remote
Skills Required
- Five years of experience in enterprise software customer support and/or IT-related support
- Proficient knowledge of Windows-based server operating systems, such as Microsoft Windows Server
- Knowledge of Active Directory and Group Policy
- Knowledge of network topology, networking tools and utilities, and DNS
- Knowledge of antivirus/firewall rules and policies
- Knowledge of secure machine-to-machine communications and virtualization
- Bachelor's degree in a related technical field
- Strong customer care, teamwork, verbal communication, and written communication skills
- Ability to analyze customer technical needs and collaborate with technical, product, development, and sales teams
BeyondTrust Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about BeyondTrust and has not been reviewed or approved by BeyondTrust.
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Healthcare Strength — Medical coverage includes PPO and HDHP options, with company-paid dental and company-paid vision for employees and dependents, plus employer HSA contributions for HDHP enrollees.
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Retirement Support — A 401(k) plan through Fidelity provides an immediate company match with full vesting, supporting long-term savings.
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Leave & Time Off Breadth — Flexible PTO is paired with 13 paid holidays and a sabbatical after seven years. Paid parental leave is also available.
BeyondTrust Insights
What We Do
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. The BeyondTrust Universal Privilege Management approach secures and protects privileges across passwords, endpoints, and access, giving organizations the visibility and control they need to reduce risk, achieve compliance, and boost operational performance. We are trusted by 20,000 customers, including 78 of the Fortune 100, and a global partner network.
