Job Description
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BeyondTrust is a place where you can bring your purpose to life through the work that you do, creating a safer world through our cybersecurity 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.
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.
- 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.
What You’ll Bring
- A Bachelor’s degree or equivalent experience in a related technical field.
- 5+ years of enterprise software customer support and/or IT-related support.
- Strong dedication to customer service and teamwork.
- Proven confidence to drive technical investigations independently in remote environments.
- Excellent verbal and written communication skills (individual and group settings).
- Ability to understand, analyze, and resolve customer technical needs.
- Experience collaborating across Pre-Sales Engineering, Product Management, Development, Technical Support, and Sales.
Required Technical Experience
Advanced (3+ years)
- Windows Server OS
- Account Administration: Windows & Active Directory
- Active Directory / LDAP & Group Policy (GPO) Administration
- Networking (DNS, port testing, packet captures, TLS, secure communications)
- RDP Connections
Intermediate (3+ years)
- UNIX/Linux OS Administration
- Azure / Entra ID
- AWS IAM (roles, policies, trust relationships)
- Command-Line Interfaces (CMD, PowerShell, UNIX/Linux)
- SSH connection troubleshooting
Nice To Have
- Kubernetes (service accounts, workload identity federation, secrets management)
- Just in Time Privileged Access
- Experience working with AI Chatbots such as Claude AI / Chat GPT etc.
- Experience working with Webhooks
- Terraform
- REST API usage & scripting (e.g., Bash, PowerShell, Python)
- Jenkins and/or CI/CD technologies
- Secure machine-to-machine communications (TLS/HTTPS/LDAPS)
- Additional cloud technologies (AWS, Google Cloud)
- Virtualization platforms
- Monitoring tools (e.g., DataDog)
- Databases (SQL preferred)
- Scripting skills (PowerShell, Bash, Ruby, Python)
- Security software expertise
- Versioned key-value stores & metadata tagging
- Compliance frameworks (SOC 2, ISO 27001, HIPAA)
- AWS STS (Security Token Service)
- Identity federation & OIDC flows
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Beyondtrust
View Company ProfileBeyondTrust is a global leader in the cybersecurity industry, specializing in privileged access management solutions. With a strong focus on safeguarding sensitive data and preventing cyber threats, the company provides a range of innovative products and services designed to help organizations protect themselves from potential security breaches. BeyondTrust's comprehensive platform enables businesses to manage and control privileged accounts, monitor and analyze user activity, and respond quickly to potential security incidents. By leveraging advanced technologies such as Artificial Intelligence and Machine Learning, BeyondTrust empowers organizations to stay one step ahead of cyber threats and maintain the trust of their customers, partners, and stakeholders. With a commitment to delivering exceptional customer experiences and a passion for cybersecurity excellence, BeyondTrust has established itself as a trusted partner for companies across various industries, including finance, healthcare, government, and technology.
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