Technical Support Engineer - Temp Employment

BeyondTrust
Toronto
Workplace: RemoteTemporaryFunction: Customer Support (Service Desk)Experience: 5+ yearsEducation: bachelorsSkills: ["Customer care","Team interaction","Verbal communication","Written communication","Problem-solving"]

Provide phone, email, and chat support for assigned enterprise accounts, troubleshoot and debug customer issues, and manage customer communication and expectations. Serve as the technical liaison between customers and internal Engineering, Sales, and Field Engineer teams, then transition product issues to Tier 3 Support/Engineering and enhancements to Product Management. Escalate critical issues, participate in an on-call rotation, and ensure customers receive timely status updates.

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BeyondTrust
BeyondTrust
3 days ago

Technical Support Engineer - Temp Employment

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Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live

Job Summary

Provide phone, email, and chat support for assigned enterprise accounts, troubleshoot and debug customer issues, and manage customer communication and expectations. Serve as the technical liaison between customers and internal Engineering, Sales, and Field Engineer teams, then transition product issues to Tier 3 Support/Engineering and enhancements to Product Management. Escalate critical issues, participate in an on-call rotation, and ensure customers receive timely status updates.
Location: Toronto
Workplace: Remote
Employment Type: Temporary
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.
  • •Serve as the liaison to Engineering, Sales, and Field Engineer teams, and transition issues to Tier 3/Engineering or Product Management.
  • •Escalate critical issues, participate in on-call rotation, and track and share status updates with customers.

Key Requirements

  • •5 years of enterprise software customer support and/or IT-related support experience.
  • •Strong knowledge of Windows desktop and server operating systems (including Windows Server, Windows 10/11).
  • •Proficiency with Active Directory, Group Policy, networking concepts, and Windows account administration.
  • •Experience with virtualization and security controls (e.g., anti-virus/firewall rules/policy and machine-to-machine secure communication).
  • •Bachelor’s degree preferred in a related technical field.
Experience:5+ yearsEnterprise softwareIT supportSaaS
Education:Bachelor's
Skills:Customer careTeam interactionVerbal communicationWritten communicationProblem-solving
Languages:English
Tech Stack:WindowsWindows ServerWindows 10Windows 11Mac OSMac OS CatalinaActive DirectoryGroup policyNetworkingAnti-virusFirewallVirtualizationAzureSQLCommand lineScriptingSecure machine to machine communicationSecurity softwareWindows account administrationMicrosoft Office

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