• User Support & IT Operations – Serve as a senior escalation point for a fully remote, distributed workforce. Deliver high-quality, timely, empathetic support entirely over Slack, Zoom, and remote screen-share tools — no walk-up desk, no local hands. Own complex troubleshooting across macOS (primary), Windows, Linux, and mobile. • Onboarding & Offboarding – Own end-to-end user lifecycle: account provisioning, group membership, device shipment and enrollment, and clean offboarding. Continuously refine the process alongside People Ops and Security. • Identity & Access Management – Administer our identity stack in Rippling (our core IDP and MDM) — SCIM connections, groups, workflows, SSO/MFA configurations across our SaaS environment. Okta experience is a strong plus and forward-looking as we evaluate our identity architecture. • Device & Endpoint Management – Own our Mac-first fleet through Rippling MDM: enrollment, configuration profiles, patching, compliance baselines, and remote troubleshooting. Maintain accurate asset inventory in Snipe-IT. • AI-Powered IT Operations – Assured runs on an AI-forward IT stack. You'll operate and extend our automation layer via Console.com (ARIA) powering our Slack Request channels, and contribute directly to the overall automation of access provisioning, deprovisioning, and common IT workflows — pushing more of our routine work into agentic AI so the team can focus on higher-value initiatives. Experience with Risotto, Unthread, or similar AI ITSM platforms is a big plus. • Security & Compliance – Help enforce access controls and endpoint hardening in support of our SOC 2 Type II, HIPAA, and ISO 27001 programs. Help facilitate access reviews with the Security team and support evidence gathering for audits and offboarding verification. • Documentation & Knowledge – Write and maintain runbooks, SOPs, and playbooks in Notion. Turn tribal knowledge into structured content that our AI tools can actually retrieve and act on. • Roadmap & Improvement – Contribute meaningfully to the IT roadmap: tooling evaluations, integration work, and automations. Mentor teammates and help raise the bar as we scale from 200 → 300+ employees.

• To be defined

• Act as the final point of escalation for complex or high-impact customer issues • Take ownership of escalated tickets from investigation through resolution when required • Perform deep technical analysis to identify root cause and implement long-term solutions • Collaborate with Product and Engineering teams to investigate issues, file bug reports, and drive resolution • Demonstrate strong written and verbal communication skills, with the ability to clearly explain complex technical issues to both technical and non-technical audiences • Partner with Tier 1 and Tier 2 engineers to provide guidance, validation, and next steps on escalated issues • Provide technical guidance to Tier 1 and Tier 2 engineers to help progress and resolve escalated tickets • Produce clear and concise root cause analysis (RCA) documentation • Create and maintain internal knowledge base articles and troubleshooting documentation.

Role Description 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. - Actively participating in a team environment. - Exercising 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. - Act as the customer liaison to Engineering, Sales, and Field Engineer teams. - Transition product issues to 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. Qualifications - Bachelor’s degree preferred in a related technical field. - 5 years in enterprise software customer support and/or IT related support. - Proficient knowledge of Windows based server OS such as Microsoft Windows Server. - Knowledge of the following: - Active Directory and GPO - Network Topology/Layers - Networking Tools and Utilities - AV/Firewall Rules and Policies - Secure “machine to machine” communications - Virtualization - Windows Account Administration - Security software - 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 Pre Sales Technical Engineers, Product Management, Development, Technical Support, and Sales teams. Who You Are - You are flexible! You define “good attitude.” - You enjoy working with a team and alone as the situation dictates. - You have a great sense of humor. - You are passionate, optimistic, and energetic. - You have an insatiable thirst for knowledge and improvement and the desire to grow in your role and in the company. - You are up to speed in the latest Cyber Security and Software trends. - You evoke inspiration in those around you and encourage them to create their best work. - You work for the best interest of the group at all times. - You have unwavering personal integrity and work ethic. - You are proactive. - You graciously give and receive feedback. - You are motivated, no excuses, and a tenacious self-starter. Benefits - Diversity and Inclusion are guiding values. - We take care of our employees so they can take care of our customers. - We hire incredible people from diverse backgrounds. Company Description BeyondTrust is the global identity security leader protecting Paths to Privilege™. Our identity-centric approach goes beyond securing privileges and access, empowering organizations with the most effective solution to manage the entire identity attack surface and neutralize threats, whether from external attacks or insiders. BeyondTrust is leading the charge in transforming identity security to prevent breaches and limit the blast radius of attacks, while creating a superior customer experience and operational efficiencies. We are trusted by 20,000 customers, including 75 of the Fortune 100, and our global ecosystem of partners. Learn more at www.beyondtrust.com .