Remote Cybersecurity Tech Support Engineer (Canada)

BeyondTrust, Inc.; Canada; Remote; CAD 70,000 - 100,000; Full time

Job summary

BeyondTrust, Inc. is seeking an experienced Enterprise Software Customer Support professional in Canada to manage communications, provide multi‑channel support, and troubleshoot complex issues.

You will act as a bridge to Engineering, Sales, and Field Engineers, guiding product issues toward Tier 3 and Product Management while keeping customers updated. The role requires 5+ years in enterprise support, a technical degree or equivalent, and strong communication.

Qualifications

• Bachelor's degree or equivalent experience in a related technical field.
• 5+ years of enterprise software customer support and/or IT-related support.
• Strong dedication to customer service and teamwork.
• Proven confidence to drive technical investigations independently in remote environments.
• Excellent verbal and written communication skills.
• Ability to understand, analyze, and resolve customer technical needs.
• Experience collaborating across Pre-Sales Engineering, Product Management, Development, Technical Support, and Sales.

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 Tier 3 Support, Engineering, and 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.

Skills

Customer service

Communication

Teamwork

Remote troubleshooting

Investigations

Education

Bachelor's degree

Tools

Windows Server

Active Directory

LDAP

RDP

Networking

Job description

BeyondTrust, Inc. is seeking an experienced Enterprise Software Customer Support professional in Canada to manage communications, provide multi‑channel support, and troubleshoot complex issues.

You will act as a bridge to Engineering, Sales, and Field Engineers, guiding product issues toward Tier 3 and Product Management while keeping customers updated. The role requires 5+ years in enterprise support, a technical degree or equivalent, and strong communication.