Country Match Technical Support Engineer Remote Canada | Central Time Zone Technical Support

BeyondTrust Corporation; Canada; Remote; CAD 60,000 - 100,000; Full time

Job summary

An innovative firm is seeking a Technical Support Engineer to enhance customer experiences through exceptional support for IT-related issues. In this dynamic role, you will engage with customers, troubleshoot problems, and collaborate with various teams to ensure seamless product deployment and configuration. Your expertise in enterprise software and strong communication skills will be vital in resolving incidents and enhancing customer satisfaction. Join a culture that values flexibility and continuous learning, where your contributions will make a significant impact in the cybersecurity landscape.

Qualifications

• 5 years of experience in enterprise software customer support.
• Proficient in Windows Server and Active Directory management.

Responsibilities

• Manage customer communication and expectations effectively.
• Troubleshoot and debug customer problems efficiently.

Skills

Windows-based server OS

Active Directory

Networking Tools and Utilities

Customer Care

Communication Skills

Troubleshooting

Education

Bachelor’s degree in a related technical field

Tools

Microsoft Windows Server

Virtualization Tools

Job description

Technical Support; Remote Canada | Central Time Zone

BeyondTrust is a place where you can bring your purpose to life through the work that you do, creating a safer world through our cybersecurity SaaS portfolio.

Our culture of flexibility, trust, and continual learning means you will be recognized for your growth and for the impact you make on our success. You will be surrounded by people who challenge, support, and inspire you to be the best version of yourself.

The Role

As a Technical Support Engineer, you will be responsible for supporting customers with IT-related issues as they deploy, configure, and report incidents with their BeyondTrust products and solutions. This includes responding to, resolving, escalating, and documenting customer incidents in a timely, efficient, and professional manner while actively participating in a team environment. The position requires exercising independent judgment in communication with peers and customers to quickly assess the scope of issues, ensuring they are addressed judiciously and routed according to organizational policies.

What You’ll Do

• 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, tracking status to the customer regularly.
• Escalate critical issues and roadblocks to the Technical Support Manager.
• Participate in the on-call rotation for the assigned product team.

What You’ll Bring

• Bachelor’s degree preferred in a related technical field.
• 5 years of experience in enterprise software customer support and/or IT support.
• Proficient knowledge of Windows-based server OS such as Microsoft Windows Server.
• Knowledge of: Active Directory and GPO, Network Topology/Layers, Networking Tools and Utilities, AV/Firewall Rules and Policies, Secure machine-to-machine communications, Virtualization, Windows Account Administration, Security software.
• 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 collaborate with Pre-Sales Technical Engineers, Product Management, Development, Technical Support, and Sales teams.

Who You Are

• You are flexible and define a positive attitude.
• You enjoy working both independently and in a team.
• You have a great sense of humor.
• You are passionate, optimistic, and energetic.
• You have an insatiable thirst for knowledge and improvement, and a desire to grow in your role and company.
• You stay updated on the latest cybersecurity and software trends, working relentlessly to remain relevant and innovative.
• You inspire those around you and encourage their best work.
• You prioritize the group's best interests.
• You demonstrate unwavering personal integrity and a strong work ethic.
• You are proactive.
• You graciously give and receive feedback.
• You are motivated, accountable, and a self-starter.

Better Together

Diversity and inclusion are core to our values. They guide how we build teams, cultivate leaders, and foster a culture where everyone feels connected.

We care for our employees so they can care for our customers. We hire people from diverse backgrounds because when we are different together, we are stronger together.

About Us

BeyondTrust is the global leader in intelligent identity and access security, enabling organizations to protect identities, stop threats, and deliver dynamic access. Trusted by 20,000 customers, including 75 of the Fortune 100, and a global partner ecosystem.

Discover why over 20,000 customers chose BeyondTrust.

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