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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Engineer - **Company:** BeyondTrust - **Location:** Edinburgh, UK (Remote available) - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Cyber Security, Network Topologies, Windows Servers, Network Diagnostics, Security Software, Virtualization Technology, Enterprise Software Applications, Firewall Services Module - **Published:** July 19, 2026 - **Apply:** https://uk.indeed.com/viewjob?jk=783e12737e7b6a65 ## About the Role * 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 work relentlessly to be innovative and stay relevant for the benefits of our customers, partners, employees, and the company. * 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. ## Description Technical Support Engineer: 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 while actively participating in a team environment. This position requires the ability to exercise 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. ## Related Videos - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [MCP Mashups: How AI Agents are Reviving the Programmable Web](https://www.wearedevelopers.com/videos/1392-mcp-mashups-how-ai-agents-are-reviving-the-programmable-web) - [This Is Not Your Father's .NET](https://www.wearedevelopers.com/videos/967-this-is-not-your-father-s-net) - [Thinking Differently - How to Make Money from Cyber Attacks & Cheats](https://www.wearedevelopers.com/videos/745-thinking-differently-how-to-make-money-from-cyber-attacks-cheats) - [Fault Tolerance and Consistency at Scale: Harnessing the Power of Distributed SQL Databases](https://www.wearedevelopers.com/videos/1146-fault-tolerance-and-consistency-at-scale-harnessing-the-power-of-distributed-sql-databases) - [Introducing Digital Samba Embedded Video Conferencing API MCP Server](https://www.wearedevelopers.com/videos/1640-introducing-digital-samba-embedded-video-conferencing-api-mcp-server) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Where To Find Software Engineering Jobs](https://www.wearedevelopers.com/magazine/396-where-to-find-software-engineering-jobs) - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [The 12 Best Jobs for Software Engineers](https://www.wearedevelopers.com/magazine/401-the-12-best-jobs-for-software-engineers) - [9 Ways to Make Money Hacking](https://www.wearedevelopers.com/magazine/333-9-ways-to-make-money-hacking) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market)