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. Our products enable the right level of privileges for just the time needed, creating a frictionless experience for users that enhances productivity.
With a heritage of innovation and a staunch commitment to customers, BeyondTrust solutions are easy to deploy, manage, and scale as businesses evolve. We are trusted by 20,000 customers, including 70 percent of the Fortune 500, and a global partner network. Learn more at www.beyondtrust.com.
What Will You Do?
BeyondTrust is seeking a Technical Support Engineer to work remotely within the US. In this role you will be responsible for the following:
- 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 is required?
- 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:
- SQL Connectivity and Permissions
- Basic SQL Scripting
- Active Directory and GPO
- Network Topology/Layers
- Networking Tools and Utilities
- AV/Firewall Rules and Policies
- Secure “machine to machine” communications
- Windows Account Administration
- Security software
- Understanding of Linux OS
- 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
Who are you?
- You are flexible! You define “good attitude.”
- You enjoy working with a team and alone as the situation dictates.
- You have a great sense of humor.
- You are passionate, optimistic, and energetic.
- You have an insatiable thirst for knowledge and improvement and the desire to grow in your role and in the company.
- You are up to speed in the latest Cyber Security and Software trends… you work relentlessly to be innovative and stay relevant for the benefits of our customers, partners, employees, and the company.
- You evoke inspiration in those around you and encourage them to create their best work.
- You work for the best interest of the group at all times.
- You have unwavering personal integrity and work ethic.
- You are proactive.
- You graciously give and receive feedback.
- You are motivated, no excuses, and a tenacious self-starter.
We are an equal-opportunity employer, offering a competitive salary with excellent benefits. We welcome all candidate applications who meet the minimum qualifications listed above.