Technical Support Engineer

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Assist customers as they implement, set up, and report issues with BeyondTrust products

• Address, diagnose, resolve, escalate, and document customer incidents promptly, efficiently, and professionally

• Manage communication and expectations with customers

• Offer support via phone, email, and chat to designated accounts

• Analyze and troubleshoot customer issues

• Serve as a customer liaison to the Engineering, Sales, and Field Engineer teams

• Transfer product concerns to Engineering and product improvements to Product Management

• Monitor issue status and provide consistent updates to customers

• Elevate urgent issues and obstacles to the Technical Support Manager

• Take part in the on-call rotation for the designated product team

• Utilize independent judgment while communicating with customers during the configuration and troubleshooting stages

• Actively engage in a collaborative team environment

⛳️ Requirements

• 5 years of experience in enterprise software customer support and/or IT-related support

• Proficient understanding of Windows-based server operating systems, including Microsoft Windows Server

• Strong commitment to customer care

• Excellent skills in team collaboration

• Outstanding verbal and written communication abilities, both in person and over the phone, as well as with large groups

• Capability to comprehend and analyze customer technical requirements

• Ability to engage, contribute, and collaborate with Pre-Sales Technical Engineers, Product Management, Development, Technical Support, and Sales teams

• Understanding of Active Directory and Group Policy Objects (GPO)

• Familiarity with network topology and layers

• Knowledge of networking tools and utilities

• Awareness of antivirus/firewall rules and policies

• Insight into secure machine-to-machine communications

• Understanding of virtualization concepts

• Experience with Windows account administration

• Knowledge of security software

• Familiarity with Domain Name System (DNS)

🏝️ Benefits

• Flexibility, trust, and a culture of continuous learning

• Employee care and support initiatives

• A diverse and inclusive culture