Remote Cybersecurity SaaS Support Engineer

BeyondTrust; United States; Remote; USD 85,000 - 110,000; Full time

Benefits offered by this job

Remote position

Continuous learning

Collaborative culture

Job summary

BeyondTrust is seeking a Technical Support Engineer for a remote, customer-facing role. You will help customers deploy, configure, and troubleshoot a cybersecurity SaaS product portfolio while serving as the primary technical contact across phone, chat, and email.

The role emphasizes flexibility, continuous learning, and close collaboration with engineering, product, and field teams, with an on-call rotation for the product team.

Qualifications

• Bachelor's degree preferred in a related technical field.
• Around five years of enterprise software customer support or IT-related experience.
• Proficient knowledge of Windows Server operating systems.
• Strong written and verbal communication across channels.
• Experience with Active Directory, DNS, and Windows account administration.

Responsibilities

• Manage customer communication and expectations across phone, email, and chat support channels.
• Diagnose and debug technical issues in customer environments, documenting each incident clearly and professionally.
• Act as the liaison between customers and internal Engineering, Product Management, Sales, and Field Engineering teams.
• Track product issues and enhancement requests, transitioning them to the appropriate teams and providing regular status updates.
• Escalate critical issues and roadblocks to the Technical Support Manager when needed.
• Participate in an on-call rotation for the assigned product team.

Education

Bachelor's degree in a related technical field

Tools

Active Directory

Group Policy Objects

DNS

Windows Server

Networking tools

Job description

BeyondTrust is seeking a Technical Support Engineer for a remote, customer-facing role. You will help customers deploy, configure, and troubleshoot a cybersecurity SaaS product portfolio while serving as the primary technical contact across phone, chat, and email.

The role emphasizes flexibility, continuous learning, and close collaboration with engineering, product, and field teams, with an on-call rotation for the product team.