Technical Support Engineer

BeyondTrust
Toronto
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Experience: 5+ yearsEducation: bachelorsSkills: ["Customer service","Teamwork","Independent investigation","Verbal communication","Written communication"]

Provide phone, email, and chat support for assigned accounts, managing customer communication and expectations while troubleshooting and debugging technical issues. Serve as a liaison between customers and Engineering, Sales, and Field Engineering teams, and transition product issues to Tier 3 Support and Product Management with regular status updates. Escalate critical issues, participate in an on-call rotation, and independently drive technical investigations in remote environments.

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FursaFursa
BeyondTrust
BeyondTrust
3 days ago

Technical Support Engineer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 7 hours agoStatus: Live
Reposted: similar role first listed 7 months ago

Job Summary

Provide phone, email, and chat support for assigned accounts, managing customer communication and expectations while troubleshooting and debugging technical issues. Serve as a liaison between customers and Engineering, Sales, and Field Engineering teams, and transition product issues to Tier 3 Support and Product Management with regular status updates. Escalate critical issues, participate in an on-call rotation, and independently drive technical investigations in remote environments.
Location: Toronto
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Manage customer communication and expectations for assigned accounts.
  • •Provide phone, email, and chat support and troubleshoot/debug customer technical problems.
  • •Act as the customer liaison to Engineering, Sales, and Field Engineer teams.
  • •Transition product issues to Tier 3 Support/Engineering and enhancements to Product Management with regular status updates.
  • •Escalate critical issues and participate in an on-call rotation for the assigned product team.

Key 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.
  • •Ability to independently drive technical investigations in remote environments.
  • •Excellent verbal and written communication skills, including in individual and group settings.
Experience:5+ yearsEnterprise softwareIT support
Education:Bachelor's
Skills:Customer serviceTeamworkIndependent investigationVerbal communicationWritten communication
Languages:English
Tech Stack:Windows ServerActive DirectoryLDAPGroup Policy (GPO)DNSTLSRDPUNIX/LinuxAzureEntra IDAWS IAMRolesPoliciesTrust relationshipsCommand-Line InterfacesCMDPowerShellUNIX/Linux shellSSHKubernetes

Company Brief

BeyondTrust
Provides privileged access management, vulnerability management, and secure remote access solutions to help organizations protect credentials, manage privileges, and secure endpoints across on-premises and cloud environments.
Industry: Cybersecurity
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Phoenix, United States
WebsiteLinkedIn