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# Technical Support Engineer

- **Company:** Avecto Ltd T/a Beyondtrust
- **Location:** Greater Manchester, UK (Remote available)
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Domain Name System (DNS), Network Topologies, Windows Servers, Network Diagnostics, Security Software, Virtualization Technology, Enterprise Software Applications, Firewall Services Module
- **Published:** May 15, 2026
- **Apply:** https://www.totaljobs.com/job/technical-support-engineer/avecto-ltd-t-a-beyondtrust-job107309165

## 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.
 * 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 analyse customer technical needs.
 * Ability to participate, contribute and interact with Pre-Sales Technical Engineers, Product Management, Development, Technical Support and Sales teams.

Knowledge In

 * 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
 * DNS

## Description

Technical Support Engineer: 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's 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


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