Technical Support Engineer - Remote

Overview

The Technical Support Engineer is responsible for supporting customers as they deploy, configure, and report incidents with BeyondTrust products, ensuring timely and professional resolution of issues.

In Short

• Manage customer communication and expectations.
• Provide phone, email and chat support to assigned accounts.
• Troubleshoot and debug 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.
• Escalate critical issues to the Technical Support Manager.
• Participate in 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.
• Strong dedication to customer care.
• Strong team interaction skills.
• Excellent verbal and written communication skills.
• Ability to understand and analyze customer technical needs.
• Ability to interact with Pre-Sales Technical Engineers and other teams.

Benefits

• Diversity and inclusion in the workplace.
• Supportive team environment.
• Opportunities for continual learning and growth.
• Recognition for contributions and impact.