Technical Support Engineer

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

The Technical Support Engineer is 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 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
• Transition product issues to Engineering and product enhancements to Product Management, tracking status to the customer regularly.
• Escalate critical issues and roadblocks to the next tier of Support.
• Be part of the on call rotation for the assigned product team.

What You’ll Bring

• Bachelor’s degree or relevant experience in a related technical field
• Proficiency at the use of a system editor like Vi or Emacs (Vi preferred as this is the available editor by default)
• Proficiency at shell scripting, and familiarity with scripting languages like Perl, Python, TCL, Expect, and others
• Experience with C if not some proficiency with it
• Experience with Kernel system calls
• Experience with network configuration and troubleshooting issues
• Experience with general Unix/Linux administration especially regarding how a process can get started as a service, Name Services, and PAM
• Experience with Kerberos, SSL, LDAP, Active Directory, and web server configuration, trouble shooting, and interpretation of diagnostic messages
• Experience with system administration tasks related to application configuration, Unix/Linux security, Windows, File System types and ACLs, OS Capabilities, and SELinux
• Experience with how processes exchange data
• Experience with general SQL language and RDMBS concepts
• Understanding of strace, ltrace, pstack, and other instrumenting tools to monitor a process
• Understanding of Java tools like keytool to manage SSL certs in Java, curl and/or wget to be able to interact with a PBUL REST agent

Skills To Have

• 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 cross-functional teams.

Who You Are

• Flexible! With a great can do attitude.
• Enjoy working with a team and alone as the situation dictates.
• Great sense of humor.
• Can relate to customers and understand their challenges
• Insatiable thirst for knowledge and improvement as well as the desire to grow in your role and in the company.
• Up to speed in the latest Cyber Security and Software trends… work to stay relevant for the benefits of our customers, partners, employees, and the company.
• Unwavering personal integrity and work ethic.
• Graciously give and receive feedback.
• Motivated, no excuses, and a tenacious self-starter

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.

Learn more at www.beyondtrust.com.