Technical Support Engineer - Remote 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 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.

What You’ll Do

• 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 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.

What You’ll Bring

• 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 (individual and group settings)
• Ability to understand, analyze, and resolve customer technical needs
• Experience collaborating across Pre-Sales Engineering, Product Management, Development, Technical Support, and Sales

Required Technical Experience
Advanced (3+ years)

• Windows Server OS
• Account Administration: Windows & Active Directory
• Active Directory / LDAP & Group Policy (GPO) Administration
• Networking (DNS, port testing, packet captures, TLS, secure communications)
• RDP Connections

Intermediate (3+ years)

• AWS IAM (roles, policies, trust relationships)
• SSH connection troubleshooting

Nice To Have

• Kubernetes (service accounts, workload identity federation, secrets management)
• Just in Time Privileged Access
• Experience working with AI Chatbots such as Claude AI / Chat GPT etc…
• Experience working with Webhooks
• Terraform
• REST API usage & scripting (e.g., Bash, PowerShell, Python)
• Jenkins and/or CI/CD technologies
• Additional cloud technologies (AWS, Google Cloud)
• Monitoring tools (e.g., DataDog)
• Databases (SQL preferred)
• Security software expertise
• Compliance frameworks (SOC 2, ISO 27001, HIPAA)
• AWS STS (Security Token Service)
• Identity federation & OIDC flows

Better Together

Diversity. Inclusion. They’re more than just words for us. They are the guiding values of how we build our teams, cultivate leaders, and create a culture where people feel connected.

We take care of our employees so they can take care of our customers. Customers who come from all walks of life just like us. We hire incredible people from diverse backgrounds because when we are different together, we are stronger together.

About Us

BeyondTrust is the global identity security leader protecting Paths to Privilege™. Our identity-centric approach goes beyond securing privileges and access, empowering organizations with the most effective solution to manage the entire identity attack surface and neutralize threats, whether from external attacks or insiders.

BeyondTrust is leading the charge in transforming identity security to prevent breaches and limit the blast radius of attacks, while creating a superior customer experience and operational efficiencies. We are trusted by 20,000 customers, including 75 of the Fortune 100, and our global ecosystem of partners.