Technical Support Engineer- Remote

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 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)

• UNIX/Linux OS Administration
• Azure / Entra ID
• AWS IAM (roles, policies, trust relationships)
• Command-Line Interfaces (CMD, PowerShell, UNIX/Linux)
• 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
• Secure machine-to-machine communications (TLS/HTTPS/LDAPS)
• Additional cloud technologies (AWS, Google Cloud)
• Virtualization platforms
• Monitoring tools (e.g., DataDog)
• Databases (SQL preferred)
• Scripting skills (PowerShell, Bash, Ruby, Python)
• Security software expertise
• Versioned key-value stores & metadata tagging
• 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.

Learn more at www.beyondtrust.com.