Technical Support Engineer

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.

The Role

Technical Support Engineer: The Technical Support Engineer is responsible for supporting customers as they deploy, configure, and report incidents with their BeyondTrust products. This responsibility includes responding to, troubleshooting, resolving or escalating, and documenting customer incidents in a timely, efficient, and professional manner while actively participating in a team environment. This position requires the ability to exercise independent judgment in communication with customers during configuration and troubleshooting processes.

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 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
• At least 5 years in enterprise software customer support and/or IT related support
• Strong dedication to customer service
• Strong team interaction skills
• Proven confidence to drive technical investigation efforts in a remote work environment, both independently and as part of the team
• 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
• Strong passion for solving issues and learning new skills

Must have 3 years or more of advanced experience with the following topics in a technical role:

• Windows Server OS
• Account Administration: Windows, Active Directory
• Active Directory/LDAP and GPO Administration
• Networking (including troubleshooting, DNS, port testing, packet captures, TLS and secure communications)
• RDP Connections

Must have 3 years or more of intermediate experience with the following topics in a technical role:

• UNIX/Linux OS administration
• Azure/Entra ID
• AWS IAM (roles, policies, and trust relationships)
• Command-Line Interfaces: CMD, Powershell, UNIX/Linux
• SSH Connection troubleshooting
• RestAPI and/or scripting (e.g. bash, Powershell, Python)

Good to have experience:

• Other Cloud Technologies (AWS, Google)
• Virtualization
• DataDog
• Databases (SQL preferred)
• Security Software
• Versioned key-value stores and metadata tagging
• Compliance frameworks (SOC 2, ISO 27001, HIPAA)
• AWS STS (Security Token Service)
• Identity federation and OIDC flows
• CI/CD pipelines and technologies (Jenkins or similar)
• Kubernetes (service accounts and workload identity federation, secrets management)

Who You Are

• You are flexible! You define “good attitude.”
• You enjoy working with a team and alone as the situation dictates.
• You have a great sense of humor.
• You are passionate, optimistic, and energetic.
• You have an insatiable thirst for knowledge and improvement and the desire to grow in your role and in the company.
• You are up to speed in the latest Cyber Security and Software trends… you work relentlessly to be innovative and stay relevant for the benefits of our customers, partners, employees, and the company.
• You evoke inspiration in those around you and encourage them to create their best work.
• You work for the best interest of the group at all times.
• You have unwavering personal integrity and work ethic.
• You are proactive.
• You graciously give and receive feedback.
• You are motivated, no excuses, and a tenacious self-starter.

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. 

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