• BeyondTrust is seeking a Technical Support Engineer to support customers as they deploy, configure, and resolve incidents with BeyondTrust products. The role involves managing customer communications, troubleshooting, escalating issues, and collaborating with Engineering, Sales, and Field Engineer teams. The ideal candidate will provide phone, email, and chat support to clients, ensuring timely and efficient resolution of issues while participating in an on-call rotation.

Key Responsibilities:

• Provide phone, email, and chat support to assigned accounts.

• Troubleshoot and resolve customer issues, escalating when necessary.

• Act as the customer liaison with Engineering, Sales, and Field Engineer teams.

• Transition product issues to Engineering and product enhancements to Product Management.

• Escalate critical issues to the Technical Support Manager.

• Participate in the on-call rotation for the product team.

Candidate Requirements:

• Bachelor’s degree (preferred) in a related technical field.

• 5+ years of experience in enterprise software customer support and/or IT-related support.

• Proficient knowledge of Windows Server OS, Active Directory, GPO, Network Topology, and AV/Firewall rules.

• Knowledge of virtualization, secure machine-to-machine communication, and security software.

• Strong communication skills, both verbal and written.

• Ability to interact with multiple teams and understand technical needs.

• Flexible, proactive, and customer-focused with strong team interaction skills.