Technical Support Engineer

4 days ago

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BeyondTrust

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BeyondTrust is a company that specializes in providing cybersecurity solutions. They focus on offering products and services that protect organizations from internal and external threats, and their solutions often involve privileged access management to secure and manage the identities and credentials of users accessing critical systems and data.

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

1001 - 5000 employees

Founded 1985

🔒 Cybersecurity

💰 Private Equity Round on 2021-05

📋 Description

• 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.

🎯 Requirements

• 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 • 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