Technical Support Engineer

Overview

Technical Support Engineer supporting customers as they deploy, configure, and manage incidents for BeyondTrust products.

What you'll do

• Respond to, troubleshoot, resolve, or escalate customer incidents.
• Manage customer communication and expectations.
• Provide phone, email, and chat support to assigned accounts.
• Perform troubleshooting and debugging of customer problems.
• Coordinate issues with Engineering, Sales, and Field Engineer teams.
• Transition issues to Engineering and product enhancements to Product Management, tracking status with customers.
• Participate in an on-call rotation for the assigned product team.

What you'll need

• 5 years in enterprise software customer support and/or IT-related support.
• Proficient knowledge of Windows Server OS (Microsoft Windows Server).
• Knowledge of Active Directory and GPO.
• Strong dedication to customer care.
• Excellent verbal and written communication skills.
• Ability to understand and analyze customer technical needs.
• Bachelor’s degree preferred in a related technical field.

Details

• Work mode: Remote (United Kingdom).