Technical Support Engineer- Remote

BeyondTrust; United Kingdom; Remote; GBP 30,000 - 60,000; Full time

Job summary

Join a forward-thinking company as a Technical Support Engineer, where you will play a crucial role in ensuring customer success through effective support of innovative cyber security solutions. This position offers a dynamic environment where your technical skills and customer care dedication will shine. You will troubleshoot and resolve issues, liaising with various teams to enhance product performance and customer satisfaction. With a culture that values flexibility and continuous learning, you will thrive in a supportive atmosphere that recognizes your contributions to the team. If you are passionate about technology and customer service, this is the perfect opportunity for you.

Benefits

25 Days Holiday

Competitive Pension Scheme

Vitality Private Healthcare

Medicash Benefit

Life Insurance

Income Protection

Paid Parental Leave

Sabbatical Leave

Employee Assistance Programme

Co-investing Opportunity

Qualifications

• 5 years in enterprise software customer support or IT support.
• Proficient in Windows Server OS and Active Directory.

Responsibilities

• Manage customer communication and provide troubleshooting support.
• Act as liaison between customers and engineering teams.

Skills

Customer Care

Technical Troubleshooting

Communication Skills

Team Interaction

Analytical Skills

Education

Bachelor’s Degree in a Related Technical Field

Tools

Windows Server OS

Active Directory

Networking Tools

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 cyber security 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

Technical Support Engineer: Responsible for supporting customers as they deploy, configure, and report incidents with their BeyondTrust products. This responsibility includes responding to, troubleshooting, resolving or escalating and documenting customer’s incidents in a timely, efficient and professional manner while actively participating in a team environment. This position requires the ability to exercise independent judgment in communication with customers during configuration and troubleshooting processes.

What You’ll Do

1. Manage customer communication and expectations.
2. Provide phone, email and chat Support to assigned accounts.
3. Provide troubleshooting and debugging of customer problems.
4. Act as the customer liaison to Engineering, Sales, and Field Engineer teams.
5. Transition product issues to Engineering and product enhancements to Product Management, tracking status to the customer regularly.
6. Escalate critical issues and roadblocks to the Technical Support Manager.
7. Be a part of the on-call rotation for the assigned product team.

What You’ll Bring

1. Bachelor’s degree preferred in a related technical field.
2. 5 years in enterprise software customer support and/or IT related support.
3. Proficient knowledge of Windows based server OS such as Microsoft Windows Server.
4. Strong dedication to customer care.
5. Strong team interaction skills.
6. Excellent verbal and written communication skills, in person, by telephone, and with large teams.
7. Ability to understand and analyse customer technical needs.
8. Ability to participate, contribute and interact with Pre-Sales Technical Engineers, Product Management, Development, Technical Support and Sales teams.

Knowledge In

1. Active Directory and GPO
2. Network Topology/Layers
3. Networking Tools and Utilities
4. AV/Firewall Rules and Policies
5. Secure “machine to machine” communications
6. Virtualization
7. Windows Account Administration
8. Security software
9. DNS

Benefits & Perks

Put your wellbeing first with our amazing benefits package:

1. 25 days’ holiday which increases with length of service.
2. Competitive pension scheme.
3. Vitality Private Healthcare for you and family.
4. Medicash Benefit (including Dental cover).
5. Life Insurance (4x annual salary).
6. Income Protection if you are unable to work due to ill health.
7. Paid parental leave.
8. Sabbatical leave.
9. Employee Assistance Programme.
10. Co-investing opportunity.

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 worldwide leader in intelligent identity and access security, enabling organizations to protect identities, stop threats, and deliver dynamic access. We are leading the charge in innovating identity-first security and are trusted by 20,000 customers, including 75 of the Fortune 100, plus a global ecosystem of partners.

Learn more at www.beyondtrust.com.

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