Technical Support Engineer

Customer support role at BeyondTrust, a cybersecurity SaaS company focused on identity security, serving a diverse global customer base including Fortune 100 companies.

Location: Canada

Responsibilities

• 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 Tier 3 Support, 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.

Requirements

• 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 Desktop and Server OS.
• Proficient knowledge of Mac OS (preferred).
• 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 analyze customer technical needs.
• Ability to participate, contribute and interact with Pre-Sales Technical Engineers, Product Management, Development, Technical Support and Sales teams.

Additional Information

• Diversity and inclusion are core values.
• The company emphasizes employee care and creating a connected culture.
• BeyondTrust is a global identity security leader trusted by many Fortune 100 companies.