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Technical Support Engineer- RemoteBeyondTrust • New York, New York, United States
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Technical Support Engineer- Remote

BeyondTrust
  • US
    New York, New York, United States
  • US
    New York, New York, United States
Ähnliche Jobs finden

Über

The Role Technical Support Engineer: 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’s 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 preferred in a related technical field.
5 years in enterprise software customer support and/or IT related support.
Proficient knowledge of Windows based server OS such as Microsoft Windows Server.
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 analyse customer technical needs.
Ability to participate, contribute and interact with Pre‑Sales Technical Engineers, Product Management, Development, Technical Support and Sales teams.
Knowledge In
Active Directory and GPO
Network Topology/Layers
Networking Tools and Utilities
AV/Firewall Rules and Policies
Secure “machine to machine” communications
Virtualization
Windows Account Administration
Security software
DNS
Remote
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  • New York, New York, United States

Sprachkenntnisse

  • English
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