Technical Support Engineer
New
B
BeyondTrustCybersecurity SaaS
Remote United StatesFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 5+ years
- Required Skills
- AzureLinuxNetworking
Requirements
- 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.
- Advanced experience with Windows Server OS, Active Directory, GPO, and Networking (DNS, TLS).
- Intermediate experience with UNIX/Linux, Azure/Entra ID, AWS IAM, and command-line interfaces.
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 and Engineering while tracking status.
- Escalate critical issues and roadblocks to the Technical Support Manager.
- Participate in the on-call rotation for the assigned product team.
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