Senior Technical Support Engineer - Cybersecurity SaaS

BeyondTrust, Inc.; United States; On-site; USD 85,000 - 110,000; Full time

Job summary

BeyondTrust, Inc. is seeking a seasoned customer support professional to manage communications and expectations across assigned accounts.

You will provide phone, email, and chat support, troubleshoot customer issues, and act as a liaison to Engineering, Sales, and Field Engineer teams to ensure timely resolutions. Responsibilities include transitioning issues to Tier 3, tracking status to customers, and participating in on-call rotations.

Qualifications

• 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.

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 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.

Skills

Customer service

Communication

Teamwork

Independent troubleshooting

Education

Bachelor’s degree or equivalent in a related technical field

Job description

BeyondTrust, Inc. is seeking a seasoned customer support professional to manage communications and expectations across assigned accounts.

You will provide phone, email, and chat support, troubleshoot customer issues, and act as a liaison to Engineering, Sales, and Field Engineer teams to ensure timely resolutions. Responsibilities include transitioning issues to Tier 3, tracking status to customers, and participating in on-call rotations.