Enterprise Technical Support Advisor

Quest Software Canada Inc; City of Ogdensburg, Northern (NY, KY); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Quest Software is seeking an experienced Support Engineer to provide high-level technical support for migrations across Exchange, Microsoft 365, and collaboration tools in a global virtual team.

You will handle complex issues, document cases, and contribute to knowledge bases while collaborating with R&D, Sales, and Product Management to drive customer success and timely resolutions.

Qualifications

• Experience delivering technical support to enterprise customers.
• Experience with migrations: Accounts, Mailbox, SharePoint, Teams, OneDrive, Power BI.
• Strong knowledge of Office 365 and Microsoft applications.
• Familiarity with debugging tools such as EWSEditor, SP Browser and MFCMAPI.
• Understanding of messaging, Exchange servers, and MAPI/EWS.
• Windows OS and basic networking (TCP/IP, DNS, LDAP).
• Experience with Microsoft SQL Server management.

Responsibilities

• Provide Technical Support to Quest customers, focusing on migrations in an enterprise setting.
• Troubleshoot issues by reproducing in lab environments and diagnose complex problems.
• Maintain a personal queue and coordinate with R&D, Sales, and Product Management for escalation resolution.
• Document all case details in the tracking system.
• Publish and maintain customer-focused Knowledge Centered Support (KCS) content.
• Develop and participate in training for knowledge sharing across the team.
• Initiate or lead local and global projects.

Skills

Enterprise support

Microsoft 365 knowledge

Windows OS basics

PowerShell basics

Tools

EWSEditor

SP Browser

MFCMAPI

SQL Server

Job description

Overview

Quest Software: Empowering Secure Digital Transformation and Data-Driven Innovation

At Quest Software, our mission is focused on helping organizations thrive in a Microsoft-centric world while unlocking the full potential of their data.

Securing the Microsoft EcosystemWe are the trusted partner for modernizing, protecting, and securing hybrid environments acrossActive Directory,Entra ID, andMicrosoft 365. Fromcybersecurity resilienceandrisk managementtodisaster recoveryandseamless migrations, Quest equips global enterprises to embrace the cloud confidently—without compromising their on-premises investments.

Maximizing Data Value with AI-Ready SolutionsQuest also empowers organizations to turn data into a strategic asset. Our integratedAI and data management solutionshelp de-risk AI adoption and drive ROI across the entire data lifecycle—frommetadata managementanddata operationstoinfrastructure optimization. We enable IT and data leaders to accelerate innovation and make smarter, faster decisions.

Together, these two pillars make Quest Software a catalyst for secure digital transformation and intelligent data use—today and into the future

Support Engineers work as part of a global virtual team to provide a high standard of technical support to customers on our Platform Management suite of products. Stellar customer service and handling skills and the ability to interface, collaborate and prioritize customer issues and effectively communicate solutions to customers is crucial to the role.

Responsibilities

• Provide Technical Support to Quest customers, focusing on migrations (eg, mail, Teams, SharePoint, OneDrive) in an enterprise setting
• Troubleshoot customers’ issues by being able to reproduce in support lab environments and by diagnosing potentially complex issues, effectively communicating solutions to customers.
• Maintain a personal queue of ongoing customer issues until resolution, and interface with other departments such as R&D, Sales, and Product Management to bring escalated issues to resolution.
• Document all customer case details on our case tracking system.
• Be proactive in creating & publishing documentation in a customer-focused Knowledge Centered Support (KCS) environment.
• Developing and attending training for self-improvement to assist and share knowledge with other engineers.
• Initiate, participate, or lead local and global projects.

Qualifications

• Prior Technical Support experience dealing with enterprise customers
• Experience of migrations including Accounts\\Mailbox\\SharePoint\\Teams\\OneDrive\\Power BI
• Cloud infrastructure management or strong knowledge of Office 365 and Microsoft applications
• Familiarity with debugging tools/techniques (EWSEditor, SP Browser, MFCMAPI)
• An in-depth understanding of messaging and collaboration systems, in particular Office 365 and on-premise Exchange servers
• Messaging Fundamentals, including mail routing, connectors, interoperability with foreign systems
• Strong knowledge of Windows operating systems and networking (TCPIP, DNS, LDAP), preferably from a system administration background
• Understanding of MAPI and EWS
• Experience with the management of Microsoft SQL Server

Additional Preferred Competencies

• Knowledge of Active Directory Access Control and knowledge of user management
• Azure / Virtual Server technology experience.
• PowerShell scripting
• Active Directory Management
• Fluency in other European languages is an advantage.

In compliance with the EU Pay Transparency Directive, the compensation for this role will start from 10,510,000 HUF annually. Actual compensation will vary based on experience, qualifications, and performance. If eligible, commission or bonus is governed by a formal corporate plan. Benefit offering is based on a country-by-country basis.

At Quest, your work makes an impact. You’ll help organizations get AI-ready while building your career with a truly global team of high-performing, passionate innovators.

Quest is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind:

Quest is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Quest are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, or belief, national, social, or ethnic origin, sex (including pregnancy), age, physical, mental, or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union, or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Quest will not tolerate discrimination or harassment based on any of these characteristics. Quest encourages applicants of all ages.