📍 Job Overview

Job Title: Technical Support Engineer
Company: BeyondTrust
Location: Remote United Kingdom
Job Type: Full-Time
Category: Technical Support & Customer Care
Date Posted: 2025-06-27
Experience Level: Mid-Level (2-5 years)
Remote Status: Remote Solely

🚀 Role Summary

📝 Enhancement Note: This role is part of BeyondTrust's customer success team, focusing on technical support for their cybersecurity SaaS portfolio. It requires a strong dedication to customer care, excellent communication skills, and the ability to analyze and understand customer technical needs.

💻 Primary Responsibilities

📝 Enhancement Note: The primary responsibilities of a Technical Support Engineer at BeyondTrust involve managing customer communication, troubleshooting and resolving technical issues, and collaborating with internal teams to ensure customer satisfaction.
📝 Enhancement Note: This role requires a proactive approach to problem-solving, the ability to work independently, and strong team interaction skills to effectively manage customer expectations and escalate issues when necessary.
📝 Enhancement Note: The Technical Support Engineer will also participate in an on-call rotation to provide 24/7 support for assigned products, ensuring critical issues are addressed promptly.

🎓 Skills & Qualifications

Education: A Bachelor's degree in a related technical field is preferred.

Experience: A minimum of 3 years of experience in Enterprise Software customer support or IT support is required.

Required Skills:

Proficient knowledge of Windows-based server OS such as Microsoft Windows Server.
Strong 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 various internal teams, including Pre-Sales Technical Engineers, Product Management, Development, Technical Support, and Sales teams.

Preferred Skills:

Familiarity with Active Directory and Group Policy Objects (GPO).
Knowledge of network topology, networking tools, and utilities.
Understanding of AV/Firewall rules and policies.
Experience with virtualization and secure "machine-to-machine" communications.
Knowledge of DNS and Windows account administration.

📊 Web Portfolio & Project Requirements

📝 Enhancement Note: As this role is focused on technical support rather than web development, a portfolio is not typically required. However, demonstrating problem-solving skills, technical expertise, and customer support experience through previous projects or case studies can be beneficial.

💵 Compensation & Benefits

Salary Range: £35,000 - £45,000 per annum (Based on UK market standards for mid-level technical support roles with relevant experience)

Benefits:

Competitive benefits package, including health, dental, and vision insurance.
401(k) matching program.
Generous time off and flexible work arrangements.
Employee stock purchase plan.
Tuition reimbursement and professional development opportunities.

Working Hours: Full-time, with a flexible schedule that may include on-call rotations for 24/7 support.

🎯 Team & Company Context

🏢 Company Culture

Industry: Cybersecurity SaaS

Company Size: Medium (20,000 customers, including 75 of the Fortune 100)

Founded: 2002

Team Structure:

The Technical Support team works closely with various internal teams, including Pre-Sales Technical Engineers, Product Management, Development, and Sales teams.
The team is responsible for supporting customers with their BeyondTrust products, ensuring customer satisfaction, and driving product improvements.

Development Methodology:

BeyondTrust follows Agile methodologies for product development and improvement.
The Technical Support team uses ticketing systems (e.g., Jira Service Management) to manage customer issues and track progress.

Company Website: www.beyondtrust.com

📝 Enhancement Note: BeyondTrust values diversity, inclusion, and continuous learning. They foster a culture where employees can grow and make an impact, surrounded by people who challenge, support, and inspire them.

📈 Career & Growth Analysis

Technical Support Career Level: Mid-Level

Reporting Structure: Reports directly to the Technical Support Manager.

Technical Impact: The Technical Support Engineer plays a crucial role in maintaining customer satisfaction, driving product improvements, and ensuring the smooth operation of BeyondTrust's cybersecurity SaaS portfolio.

Growth Opportunities:

📝 Enhancement Note: BeyondTrust offers opportunities for career progression, including moving into senior technical support roles, team leadership positions, or transitioning into other areas of the business, such as product management or sales engineering.

🌐 Work Environment

Office Type: Remote (100% remote work)

Office Location(s): Remote United Kingdom

Workspace Context:

📝 Enhancement Note: As this is a remote role, the workspace context is focused on the employee's home office or preferred remote work environment.
A stable internet connection, reliable hardware, and a suitable workspace for focused work are essential.

Work Schedule: Full-time, with a flexible schedule that may include on-call rotations for 24/7 support.

📝 Enhancement Note: BeyondTrust offers flexible work arrangements, allowing employees to balance their personal and professional lives effectively.

📄 Application & Technical Interview Process

Interview Process:

📝 Enhancement Note: The interview process for a Technical Support Engineer at BeyondTrust typically involves several stages, including phone or video screens, technical assessments, and behavioral interviews.
📝 Enhancement Note: Applicants should expect questions focused on their technical support experience, problem-solving skills, and customer care abilities, as well as their understanding of BeyondTrust's products and cybersecurity industry trends.

Portfolio Review Tips: N/A (As this role is focused on technical support, a portfolio is not typically required)

Technical Challenge Preparation:

Brush up on your knowledge of Windows-based server OS, Active Directory, and networking concepts.
Familiarize yourself with BeyondTrust's products and their features.
Prepare examples of your problem-solving skills, customer support experience, and ability to work effectively in a team environment.

ATS Keywords: (See the 'ai_key_skills' field in the input data for a comprehensive list of relevant keywords)

🛠 Technology Stack & Web Infrastructure

📝 Enhancement Note: As this role is focused on technical support rather than web development, a technology stack is not typically required. However, familiarity with the following tools and concepts can be beneficial:

Ticketing systems (e.g., Jira Service Management)
Windows-based server OS (e.g., Microsoft Windows Server)
Active Directory and Group Policy Objects (GPO)
Networking tools and utilities
Virtualization platforms (e.g., VMware, Hyper-V)
Cybersecurity principles and best practices

👥 Team Culture & Values

Web Development Values: N/A (As this role is focused on technical support, web development values are not typically applicable)

Collaboration Style:

📝 Enhancement Note: BeyondTrust fosters a collaborative work environment, with team members working closely together to ensure customer satisfaction and drive product improvements.
The Technical Support team communicates regularly with various internal teams, including Pre-Sales Technical Engineers, Product Management, Development, and Sales teams, to address customer issues and share feedback.

⚡ Challenges & Growth Opportunities

Technical Challenges:

📝 Enhancement Note: Technical Support Engineers at BeyondTrust may face challenges related to troubleshooting complex customer issues, staying up-to-date with product updates and industry trends, and balancing customer expectations with internal team priorities.

Learning & Development Opportunities:

📝 Enhancement Note: BeyondTrust offers opportunities for professional development, including training programs, workshops, and mentorship initiatives.
Employees are encouraged to stay up-to-date with industry trends and explore new technologies to enhance their skills and contribute to the company's success.

💡 Interview Preparation

Technical Questions:

📝 Enhancement Note: Applicants should expect technical questions focused on their understanding of Windows-based server OS, Active Directory, networking concepts, and cybersecurity principles.
Be prepared to discuss your problem-solving approach, customer support experience, and ability to work effectively in a team environment.

Company & Culture Questions:

📝 Enhancement Note: Applicants should research BeyondTrust's products, company culture, and values to demonstrate their fit with the organization.
Be prepared to discuss your understanding of BeyondTrust's role in the cybersecurity industry and how your skills and experience align with the Technical Support Engineer position.

Portfolio Presentation Strategy: N/A (As this role is focused on technical support, a portfolio is not typically required)

📌 Application Steps

To apply for this Technical Support Engineer position at BeyondTrust:

Submit your application through the BeyondTrust careers page.
Tailor your resume to highlight your technical support experience, problem-solving skills, and customer care abilities.
Prepare for the interview process by researching BeyondTrust's products, company culture, and values, and brushing up on your technical knowledge.
Be ready to discuss your approach to technical support, customer care, and teamwork, as well as your understanding of the cybersecurity industry and BeyondTrust's role within it.

📝 Enhancement Note: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with BeyondTrust before making application decisions.

Technical Support Engineer