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SalaryBeyondTrust is a place where you can bring your purpose to life through the work that you do, creating a safer world through our cyber security 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.
The Role:
As a Support Operations Engineer, you will play a critical role in ensuring the smooth operation of our support systems and processes. You will collaborate closely with cross-functional teams to improve efficiency, streamline workflows, and enhance the overall customer support experience. You will play a crucial role in deploying, configuring, and troubleshooting systems and applications to meet the needs of our users and support the organization's objectives. The ideal candidate will possess strong technical skills, excellent problem-solving abilities, and a passion for delivering exceptional service.
What You’ll Do:
System Maintenance and Optimization:
- Monitor and maintain support systems..
- Identify areas for improvement and implement solutions to enhance system performance and efficiency.
- Conduct regular audits to ensure data integrity and accuracy within support systems.
- Plan and execute infrastructure upgrades, patches, and migrations in accordance with best practices and security guidelines.
- Implement configuration management solutions (e.g., Ansible, Puppet) to automate deployment and configuration processes.
- Develop and maintain automation scripts and tools to streamline routine tasks and improve operational efficiency.
Workflow Management:
- Develop and implement automation solutions to optimize repetitive tasks and increase productivity.
- Collaborate with cross-functional teams to define and refine requirements.
Training and Documentation:
- Develop and maintain comprehensive documentation.
- Provide training and support to support agents on system usage and best practices.
- Keep abreast of industry trends and best practices in customer Support Operations, incorporating new strategies as appropriate.
Quality Assurance:
- Implement quality assurance processes to ensure consistent and high-quality solutions.
- Monitor interactions for adherence to company policies, and procedures.
- Analyze feedback and metrics to identify trends and areas for improvement.
What You’ll Bring:
- 3+ years of experience in a technical support or operations role, preferably in a software or technology company.
- Strong understanding of networking concepts, protocols, and technologies (e.g., TCP/IP, DNS, DHCP).
- Experience with virtualization technologies (e.g., VMware, Hyper-V, KVM) and cloud platforms (e.g., AWS, Azure, GCP).
- Strong analytical and problem-solving skills, with the ability to troubleshoot complex technical issues.
- Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.
- Experience with scripting languages (e.g., Python, Bash, Powershell) and automation tools is a plus.
- Knowledge of ITIL or other support frameworks is desirable.
- Ability to thrive in a fast-paced environment and adapt to changing priorities.
- Ability to work independently, with limited supervision.
- Keen attention to detail.
- Good communication skills are an absolute must.
Better Together
Diversity. Inclusion. They’re more than just words for us. They are the guiding values of how we build our teams, cultivate leaders, and create a culture where people feel connected.
We take care of our employees so they can take care of our customers. Customers who come from all walks of life just like us. We hire incredible people from diverse backgrounds because when we are different together, we are stronger together.
About Us
BeyondTrust is the worldwide leader in intelligent identity and access security, enabling organizations to protect identities, stop threats, and deliver dynamic access. We are leading the charge in innovating identity-first security and are trusted by 20,000 customers, including 75 of the Fortune 100, plus a global ecosystem of partners.
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