About BeyondTrust

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.
Learn more at  www.beyondtrust.com. 

Job Summary

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?

Why join BeyondTrust?

A healthy and motivated workforce goes hand-in-hand with the success of the company and the happiness of our customers. So why wouldn’t we give you the flexibility, perks and career confidence that you need to get the job done?

As a member of the BT Team we trust and empower you to be the best version of yourself whether that means working in your favorite superhero costume from home or solving complex problems whilst feeding the kids porridge!

We want you to feel at home in the BT family. That means diversity and inclusion isn’t just a policy to us. We recognize amazing talent doesn’t come in “one size fits all”. Our team collaboration extends from Singapore to Nova Scotia and everywhere in between with inspiring women in leadership roles everywhere you look.

We also want to give you the opportunity to constantly evolve (shout out to the Pokémon fans). If you want to learn a new skill or improve the way the team works, your voice will be heard. Hackathons and self-improvement workshops are always there for you to get involved in. Progression routes are clear for those who want it, so don’t expect to be in the same position 2 years from now.

Are you ready to take your career above and beyond?

 

"BeyondTrust feels like a close-knit community even as we continue to grow."

Kelly, Facilities, Halifax, Canada

Over 800 employees, 20% work remotely