Technical Support Engineer

November 13

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BeyondTrust

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Privileged Access Management • Vulnerability Management • Privileged Account Management • Session Monitoring • Privileged Password Mgt

1001 - 5000

💰 Private Equity Round on 2021-05

Description

• 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 Technical Support Engineer is 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 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. • Manage 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, tracking status to the customer regularly. • Escalate critical issues and roadblocks to the next tier of Support. • Be part of the on call rotation for the assigned product team.

Requirements

• Bachelor’s degree or relevant experience in a related technical field • Proficiency at the use of a system editor like Vi or Emacs (Vi preferred as this is the available editor by default) • Proficiency at shell scripting, and familiarity with scripting languages like Perl, Python, TCL, Expect, and others • Experience with C if not some proficiency with it • Experience with Kernel system calls • Experience with network configuration and troubleshooting issues • Experience with general Unix/Linux administration especially regarding how a process can get started as a service, Name Services, and PAM • Experience with Kerberos, SSL, LDAP, Active Directory, and web server configuration, trouble shooting, and interpretation of diagnostic messages • Experience with system administration tasks related to application configuration, Unix/Linux security, Windows, File System types and ACLs, OS Capabilities, and SELinux • Experience with how processes exchange data • Experience with general SQL language and RDMBS concepts • Understanding of strace, ltrace, pstack, and other instrumenting tools to monitor a process • Understanding of Java tools like keytool to manage SSL certs in Java, curl and/or wget to be able to interact with a PBUL REST agent