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- Tasks: Support customers with BeyondTrust products through troubleshooting and incident resolution.
- Company: BeyondTrust is a leader in identity and access security, trusted by 20,000 customers worldwide.
- Benefits: Enjoy 25 days holiday, private healthcare, life insurance, and flexible working options.
- Why this job: Join a culture of growth, support, and innovation while making a real impact in cybersecurity.
- Qualifications: Bachelor’s degree preferred; 5 years in customer support; strong communication and technical skills required.
- Other info: Diversity and inclusion are core values; we celebrate differences to strengthen our team.
The predicted salary is between 36000 - 60000 ÂŁ per year.
BeyondTrust is a place where you can bring your purpose to life through the work that you do, creating a safer world through our cyber security SaaS portfolio. Our culture of flexibility, trust, and continual learning means you will be recognized for your growth, and for the impact you make on our success. You will be surrounded by people who challenge, support, and inspire you to be the best version of yourself.
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
Benefits & Perks
Put your wellbeing first with our amazing benefits package: 25 days’ holiday which increases with length of service. Competitive pension scheme. Vitality Private Healthcare for you and family. Medicash Benefit (including Dental cover). Life Insurance (4x annual salary). Income Protection if you are unable to work due to ill health. Paid parental leave. Sabbatical leave. Employee Assistance Programme. Co-investing opportunity.
Better Together
Diversity. Inclusion. They’re more than just words for us. They are the guiding values of how we build our teams, cultivate leaders, and create a culture where people feel connected. We take care of our employees so they can take care of our customers. Customers who come from all walks of life just like us. We hire incredible people from diverse backgrounds because when we are different together, we are stronger together.
About Us
BeyondTrust is the worldwide leader in intelligent identity and access security, enabling organizations to protect identities, stop threats, and deliver dynamic access. We are leading the charge in innovating identity-first security and are trusted by 20,000 customers, including 75 of the Fortune 100, plus a global ecosystem of partners.
Technical Support Engineer- Remote employer: BeyondTrust
Contact Detail:
BeyondTrust Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Engineer- Remote
✨Tip Number 1
Familiarise yourself with BeyondTrust's products and services. Understanding their cyber security SaaS portfolio will not only help you in interviews but also demonstrate your genuine interest in the role.
✨Tip Number 2
Brush up on your technical skills, especially in areas like Windows Server OS, Active Directory, and networking tools. Being able to speak confidently about these topics will set you apart during discussions with the hiring team.
✨Tip Number 3
Prepare for scenario-based questions that assess your problem-solving abilities. Think of examples from your past experiences where you successfully managed customer communications and resolved technical issues.
✨Tip Number 4
Showcase your dedication to customer care and teamwork. Highlight instances where you've collaborated with different teams or departments to achieve a common goal, as this aligns with BeyondTrust's culture.
We think you need these skills to ace Technical Support Engineer- Remote
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the responsibilities and requirements of the Technical Support Engineer position. Tailor your application to highlight relevant experience in customer support and technical troubleshooting.
Highlight Relevant Experience: In your CV and cover letter, emphasise your experience in enterprise software customer support and any specific technical skills that align with the job, such as knowledge of Windows Server, Active Directory, and networking tools.
Showcase Communication Skills: Since excellent verbal and written communication skills are crucial for this role, provide examples in your application that demonstrate your ability to communicate effectively with customers and collaborate with teams.
Personalise Your Cover Letter: Write a compelling cover letter that reflects your passion for cybersecurity and customer care. Mention why you want to work at BeyondTrust and how your values align with their culture of flexibility, trust, and continual learning.
How to prepare for a job interview at BeyondTrust
✨Understand the Product
Before your interview, make sure you have a solid understanding of BeyondTrust's products and services. Familiarise yourself with their cyber security SaaS portfolio and be prepared to discuss how you can support customers in deploying and configuring these products.
✨Showcase Your Technical Skills
Highlight your experience with Windows-based server OS, Active Directory, and networking tools during the interview. Be ready to provide examples of how you've troubleshot technical issues in the past, as this role requires strong technical knowledge.
✨Demonstrate Customer Care Dedication
Since the role involves managing customer communication and expectations, share specific instances where you went above and beyond for a customer. This will show your commitment to customer care and your ability to handle challenging situations.
✨Prepare for Team Interaction Scenarios
As teamwork is crucial in this position, think of examples that demonstrate your ability to collaborate effectively with different teams. Be ready to discuss how you would liaise with Engineering, Sales, and other departments to resolve customer issues.
