BeyondTrust
cyber security SaaS
TechnicalSupportEngineer
“Technical Support Engineer at BeyondTrust. Skills: Technical Support, Troubleshooting, Customer communication. supporting customers as they deploy, configure, and report incidents with their BeyondTrust products. responding to, troubleshooting, resolving or escalating and documenting customer’s incidents in a timely, efficient and professional manner”
Industry & Context.
Ability to understand and analyse customer technical needs
Be a part of the on-call rotation for the assigned product team
What They're Looking For.
Must Have
5 years in enterprise software customer support and/or IT related support, Proficient knowledge of Windows based server OS such as Microsoft Windows Server, dedication to customer care, team interaction skills, Excellent verbal and written communication skills, in person, by telephone, and with large teams, Ability to understand and analyse customer technical needs, Ability to participate, contribute and interact with Pre-Sales Technical Engineers, Product Management, Development, Technical Support and Sales teams
Nice to Have
Bachelor's degree preferred in a related technical field
What You'll Do.
supporting customers as they deploy
and report incidents with their BeyondTrust products
resolving or escalating and documenting customer’s incidents in a timely
efficient and professional manner
Manage customer communication and expectations
email and chat Support to assigned accounts
Provide troubleshooting and debugging of customer problems
Act as the customer liaison to Engineering
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
How You'll Work.
Team & Collaboration
actively participating in a team environment; Act as the customer liaison to Engineering, Sales, and Field Engineer teams; Ability to participate, contribute and interact with Pre-Sales Technical Engineers, Product Management, Development, Technical Support and Sales teams
Communication Scope
Excellent verbal and written communication skills, in person, by telephone, and with large teams
Applying for this Technical Support Engineer role?
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