Technical Support Engineer
Core
Provide phone, email, and chat support for assigned accounts, troubleshooting and debugging customer problems while acting as a liaison between customers and internal teams.
Role type
Senior Technical Support Engineer (Identity Security)
Builds
Customer support and issue resolution for BeyondTrust's cybersecurity SaaS portfolio
Domain
Cybersecurity / Identity Security / Cloud Infrastructure
Deliverable
client delivery
Required skills
Windows Server OS administration, Active Directory & LDAP management, Networking (DNS, TLS, packet captures), UNIX/Linux OS administration, Cloud IAM (Azure/Entra ID, AWS IAM), Command-line scripting (PowerShell, Bash), SSH troubleshooting
Preferred skills
Kubernetes management, Terraform, REST API scripting (Python), CI/CD tools (Jenkins), SQL databases, Monitoring tools (DataDog), Compliance frameworks (SOC 2, ISO 27001)
Technologies
Windows Server, Active Directory, Azure Entra ID, AWS IAM, Kubernetes, Terraform, DataDog, Jenkins, Python, PowerShell, Bash, SQL
Responsibilities
Manage customer communication and expectations, Provide troubleshooting and debugging of customer problems, Transition product issues to Tier 3 Support and Engineering, Act as the customer liaison to Engineering, Sales, and Field Engineer teams, Be a part of the on-call rotation for the assigned product team
Seniority
Senior, hands-on IC