Key skills
Enterprise software supportWindows OS proficiencyActive Directory knowledgeMac OS proficiencyNetworking knowledgeCustomer care dedicationTeam interaction skillsTechnical needs analysisVerbal communication skillsWritten communication skillsActive DirectorySaaSProduct ManagementCommunicationSalesFirewall
About this role
BeyondTrust is a global leader in identity security, creating a safer world through their cybersecurity SaaS portfolio. They are seeking a Technical Support Engineer to manage customer communications, provide technical support, and act as a liaison between customers and internal teams.
Responsibilities:
- 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
Requirements:
- 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
- 5 years in enterprise software customer support and/or IT related support
- Proficient knowledge of Windows based Desktop and Server 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
- Knowledge of Active Directory and GPO
- Knowledge of Network Topology/Layers
- Knowledge of Networking Tools and Utilities
- Knowledge of AV/Firewall Rules and Policies
- Knowledge of Secure 'machine to machine' communications
- Knowledge of Virtualization
- Knowledge of Windows Account Administration
- Knowledge of Security software
- Knowledge of DNS
- Bachelor's degree preferred in a related technical field
- Proficient knowledge of Mac OS (preferred)