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 I be doing?

As a Technical Support Analyst you will be responsible for initially responding to and supporting customers with IT related issues as they deploy, configure, and report incidents with their BeyondTrust products and solutions. This responsibility includes responding to, 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 judgement in communication with customers to quickly assess the severity of an Incident and address or route it appropriately.  In this role you will:

  • Provide 1st level technical support and triage
  • Process all reported customer incidents in a timely fashion according to Service Level Agreements
  • Communicate with customers verbally or in writing in a professional, efficient, pleasant and helpful manner
  • Resolve customer support incidents by providing information, documentation, using teamwork, independent judgement and a variety of internal resources
  • Document all interaction with customers, including communication and resolutions
  • Work with Technical Support Engineers to resolve or escalate more complex issues
  • Actively participate with other Technical Support Analysts in a team-oriented culture and assist other internal groups
  • Continue to develop personally and professionally with internal and extra-curricular training

 How will I be successful in this role?

Personal traits that will help me succeed?

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.

 

"We strive to promote an inclusive organization that collaborates, creates quality work, and makes a real impact."

Kelly, Facilities, Hallifax, Canada

One mission. Infinite impact. Beyond Giving