Technical Support Engineer - Temp Employment

1 week ago
Contract
Senior
Customer and Technical Support
BeyondTrust

BeyondTrust

BeyondTrust is a global cyber security company specializing in identity and access security solutions, trusted by over 4,000 customers worldwide.

Professional Services
1K-5K
Founded 1985
$49M raised

Description

  • Manage customer communication and set expectations throughout the support process.
  • Provide phone, email, and chat support to assigned customer accounts.
  • Troubleshoot and debug customer technical problems.
  • Act as the customer liaison to Engineering, Sales, and Field Engineer teams.
  • Transition product issues to Tier 3 Support and Engineering as needed.
  • Route product enhancement requests to Product Management and track updates back to customers.
  • Escalate critical issues and blockers to the Technical Support Manager.
  • Participate in the on-call rotation for the assigned product team.

Requirements

  • Bachelor’s degree preferred in a related technical field.
  • 5 years of experience in enterprise software customer support and/or IT-related support.
  • Proficient knowledge of Windows-based desktop and server operating systems.
  • Proficient knowledge of Mac OS preferred.
  • Strong dedication to customer care.
  • Strong team interaction skills.
  • Excellent verbal and written communication skills, including in person, by phone, and with large teams.
  • Ability to understand and analyze customer technical needs.
  • Ability to collaborate with Pre-Sales Technical Engineers, Product Management, Development, Technical Support, and Sales teams.
  • Knowledge of Active Directory, group policy, networking/layers, Windows Server, anti-virus/firewall rules, virtualization, Azure, secure machine-to-machine communication, security software, SQL, Windows 10/11, Mac OS Catalina or higher, command line, Windows account administration, SaaS, and Microsoft Office.
  • Scripting experience is optional.

Interested in this position?

Apply directly on the company website

Apply Now

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