Technical Support Engineer - Remote United States

BeyondTrust Corporation; Catalina (AZ); Remote; USD 70,000 - 100,000; Full time

Job summary

A leading company in cybersecurity seeks a Customer Support Specialist to enhance client communication and address technical issues. The role demands strong customer care skills and experience in enterprise software support. Candidates should possess a Bachelor’s degree and have a solid understanding of Windows systems and networking.

Qualifications

• Bachelor’s degree preferred; 5 years in enterprise software customer support or IT.
• Proficient in Windows and Mac OS; strong dedication to customer care.
• Ability to analyze customer technical needs and interact with teams effectively.

Responsibilities

• Manage customer communication and expectations.
• Provide troubleshooting and debugging of customer problems.
• Act as the liaison to Engineering, Sales, and Technical Support teams.

Skills

Customer care

Team interaction

Verbal and written communication

Technical needs analysis

Education

Bachelor’s degree in a related technical field

Tools

Active Directory

Windows Server

SQL

SaaS

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.

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 preferred in a related technical field.
• 5 years in enterprise software customer support and/or IT related support.
• Proficient knowledge of Windows based Desktop and Server OS
• Proficient knowledge of Mac OS (preferred)
• Strong dedication to customer care.
• Strong team interaction skills.
• Excellent verbal and written communication skills, in person, by telephone, and with large teams.
• Ability to understand and analyze customer technical needs.
• Ability to participate, contribute and interact with Pre-Sales Technical Engineers, Product Management, Development, Technical Support and Sales teams.

Knowledge OF The Following

• Active Directory
• Group policy
• Networking/Layers
• Windows Server
• Anti-virus/Firewall rules/policy
• Secure machine to machine communication
• Security software
• SQL
• Windows Server administration
• Windows 10/11
• Mac OS (Catalina and higher)
• Command line
• Scripting (optional)
• Windows account administration
• Organized
• SaaS
• Microsoft office

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 whocome 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.