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Technical Support Engineer- Remote
BeyondTrust
- New York, New York, United States
- New York, New York, United States
About
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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Languages
- English
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