Technical Support Engineer - job 1 of 2

As a Technical Support Engineer at BeyondTrust, your main responsibilities include managing customer communications, providing technical support via phone, email, and chat, troubleshooting customer issues, and serving as a liaison between customers and the development teams. You'll work to resolve incidents and escalate critical issues as necessary, ensuring a high level of customer satisfaction.

For the Technical Support Engineer role at BeyondTrust, a bachelor’s degree in a related technical field is preferred, along with at least five years of experience in enterprise software customer support or IT-related support. Ideal candidates will have proficiency in Windows-based server OS, strong communication skills, and the ability to analyze technical needs.

BeyondTrust prioritizes professional growth through a culture of continual learning. As a Technical Support Engineer, you will have opportunities for skill development, mentorship from experienced professionals, and access to ongoing training programs that help you advance your career while contributing to our mission.

A Technical Support Engineer at BeyondTrust should be knowledgeable in areas such as Active Directory, network topology, virtualization, security software, and Windows account administration. Familiarity with networking tools and utilities is also crucial for effectively troubleshooting and resolving customer issues.

BeyondTrust offers an impressive benefits package to its Technical Support Engineers, including 25 days' holiday, a competitive pension scheme, private healthcare, life insurance, income protection, and paid parental leave among others. Additionally, there are opportunities for sabbatical leave and employee assistance programs.

Share specific examples of challenges you've faced, the tools you used for troubleshooting, and the steps you took to resolve these issues. Highlight a situation where your troubleshooting skills made a significant impact on customer satisfaction.

Discuss your approach to managing multiple support requests, including how you assess urgency, communicate with customers regarding timelines, and ensure follow-up. Providing a real-life example can strengthen your response.

Mention specific resources you rely on, such as industry blogs, online courses, webinars, and networking with professionals. Being proactive about learning will convey your commitment to professional development.

Emphasize your ability to simplify complex technical concepts and tailor your approach based on the customer's technical knowledge. Maybe share a story where your communication skills helped facilitate understanding.

Provide an example that showcases your teamwork skills, focusing on collaboration, roles within the team, and how together you achieved a solution. Highlighting effectiveness in communication and respect for each other's input is key.

Be specific about your hands-on experience with Active Directory. Discuss what tasks you performed, such as user management, policy implementation, or troubleshooting issues, and how this knowledge can assist you in the Technical Support Engineer role.

Talk about your strategy for staying calm, empathetic, and focused on solving problems despite challenging conversations. Provide an example of a difficult situation you've successfully navigated.

List specific remote support tools and technologies you are experienced with, such as ticketing systems, screen-sharing software, or remote desktop tools. Mention how these tools enhance your ability to provide effective support.

Explain your process for documentation, such as maintaining thorough notes in ticketing systems, updating customers on progress, and ensuring clear hand-offs if escalation is necessary. Documenting effectively helps in future reference and improving support standards.

Articulate your interest in BeyondTrust's mission and values, emphasizing how your skills align with the role and your eagerness to contribute to enhancing customer experiences in cybersecurity solutions. Showing genuine enthusiasm sets you apart.