Technical Support Engineer

2 days ago

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Logo of BeyondTrust

BeyondTrust

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

• 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. • 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’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. • Communicate with customers verbally or in writing in a professional, efficient, pleasant and helpful manner. • Resolve customer support incidents using intelligent, qualified troubleshooting techniques, teamwork, independent judgment, and a variety of internal resources. • Document all interaction with customers, including communication and resolutions. • Work with Technical Escalation Engineers to resolve or escalate more complex issues. • Actively participate with other Technical Support Engineers in a team-oriented culture and assist other internal groups. • Escalate critical issues and roadblocks to the Technical Support Manager. • Work on-call rotation for the assigned product team.

Requirements

• Bachelor’s degree preferred in a related technical field • Knowledge of SQL Connectivity and Permissions, Basic SQL Scripting, Active Directory and GPO, Network Topology/Layers, Network Tools/Utilities, AV/ Firewall Rules and Policies, Secure “machine to machine” communications, Virtualization, Windows Account Administration, security software • Basic understanding of Linux and Mac OS environments • Strong dedication to customer care • Demonstrated interpersonal skills • Excellent communication (oral and written) skills • Ability to understand and analyze customer needs • Experience in enterprise software customer support and/or IT related support (Nice to Have) • Proficient knowledge of Windows based server OS such as Microsoft Windows Server (Nice to Have)

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