Technical Support Engineer

BeyondTrust
London
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Education: bachelorsSkills: ["Customer care","Team interaction","Communication","Independent judgment","Troubleshooting"]

Support customers as they deploy, configure, and troubleshoot BeyondTrust products, responding to incidents via phone, email, and chat. Diagnose, resolve, or escalate issues while documenting actions and managing customer expectations. Serve as a liaison between customers and internal teams (Engineering, Sales, Field Engineering, Product Management), transition product issues to Engineering, and participate in an assigned product team on-call rotation.

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FursaFursa
BeyondTrust
BeyondTrust
2 days ago

Technical Support Engineer

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Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live
Reposted: similar role first listed 2 months ago

Job Summary

Support customers as they deploy, configure, and troubleshoot BeyondTrust products, responding to incidents via phone, email, and chat. Diagnose, resolve, or escalate issues while documenting actions and managing customer expectations. Serve as a liaison between customers and internal teams (Engineering, Sales, Field Engineering, Product Management), transition product issues to Engineering, and participate in an assigned product team on-call rotation.
Location: London
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Manage customer communication and expectations.
  • •Provide phone, email, and chat support to assigned accounts.
  • •Troubleshoot and debug customer problems.
  • •Act as the liaison to Engineering, Sales, and Field Engineer teams; transition issues and track status with customers.
  • •Escalate critical issues and participate in the on-call rotation for the assigned product team.

Key Requirements

  • •5 years of 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 with excellent verbal and written communication skills.
  • •Ability to understand and analyze customer technical needs and participate across pre-sales technical engineering, product management, development, and sales.
  • •Knowledge of Active Directory and GPO, networking concepts (network topology/layers), and related troubleshooting areas.
Experience:Enterprise softwareIT supportCustomer supportCybersecurity
Education:Bachelor's
Skills:Customer careTeam interactionCommunicationIndependent judgmentTroubleshooting
Languages:English
Tech Stack:Microsoft Windows ServerActive DirectoryGPONetwork topologyNetworking tools and utilitiesAVFirewall rulesFirewall policiesSecure machine to machine communicationsVirtualizationWindows account administrationSecurity softwareDNS

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