Enterprise Technical Support Senior Advisor

<h2>Overview</h2> <p>Quest Software builds the foundation for enterprise AI with solutions in <strong>data governance, cybersecurity, and platform modernization</strong>. More than 45,000 companies — including 90% of the Fortune 500 — trust Quest to solve their most critical IT challenges. From securing identities and modernizing platforms to preparing data for AI, we help enterprises unlock their full potential.</p> <p> </p> <p>Support Engineers will work as part of a Global Virtual team to provide a high standard of technical support to customers on our Platform Management suite of products specialising in Active Directory management software. Stellar customer service and call-handling skills and the ability to interface, collaborate and prioritise customer issues with Development and effectively communicate solutions to customers is crucial to the role. </p> <h2>Responsibilities</h2> <ul> <li>Maintain a personal queue of ongoing customer tickets until resolution. </li> </ul> <ul> <li>Interface with the R&amp;D, Sales, Product Management and Professional Services teams to bring escalated issues to closure. </li> </ul> <ul> <li>Document all customer case details on our support portal (case tracking system). </li> </ul> <ul> <li>Be pro-active in creating &amp; publishing documentation in a customer focussed Knowledge Centred Support (KCS) environment. </li> </ul> <ul> <li>Developing and attending training for self-improvement to assist and share knowledge with other engineers. </li> </ul> <ul> <li>Troubleshoot customer’s issues by being able to recreate in support lab environments and by diagnosing potentially complex issues, effectively communicate solutions to customers. </li> </ul> <ul> <li>Initiate, participate or lead, local and global projects. </li> </ul> <ul> <li>Working with the following technologies. </li> </ul> <ul> <li>Operating Systems: Windows  </li> </ul> <ul> <li>Messaging: Microsoft Exchange On-Prem and Office 365' </li> </ul> <ul> <li>Directory Services: Active Directory </li> </ul> <ul> <li>Networking: DNS, TCP/IP </li> </ul> <ul> <li>Databases: SQL  </li> </ul> <ul> <li>Escalate customer issues to Technical Support management and Account Management as necessary. </li> </ul> <ul> <li>Acting as a liaison between the Development team and the Quest end customer. </li> </ul> <ul> <li>After 6 months, have the capability of providing after-hours support and weekend support, if required. </li> </ul> <h2>Qualifications</h2> <ul> <li> <ul> <li>A detailed knowledge of Quest Active Directory products – Change Auditor, Recovery Manager for Active Directory, InTrust, GPOAdmin, Security Guardian </li> </ul> <ul> <li>An in-depth understanding of different messaging and collaboration systems, in particular Office 365 and Exchange experience </li> </ul> <ul> <li>Messaging Fundamentals including mail routing, connectors, interoperability with foreign systems </li> </ul> <ul> <li>Strong knowledge of Windows operating systems and networking (TCPIP, DNS, LDAP, WMI, ASP, DCOM) preferably from a system administration background </li> </ul> <ul> <li>Active Directory Management and Migration experience </li> </ul> <ul> <li>Knowledge of AD Access Control Lists and Active Control Entries, and trusts between AD Forests </li> </ul> <ul> <li>Understanding of MAPI and EWS </li> </ul> <ul> <li>Knowledge of Internet Information Server (IIS) </li> </ul> <ul> <li>Experience with SQL Server  </li> </ul><p> </p><p><strong>Other Requirements</strong> </p><p> </p><p> </p> <ul> <li>Prior Technical Support experience or proven track record in system administration. </li> </ul> <ul> <li>Azure, Hyper-V, VMWare / Virtual Server technology experience. </li> </ul> <ul> <li>Technical writing skills. </li> </ul> <ul> <li>Familiarity with debugging tools/techniques (e.g. WebEx). </li> </ul> <ul> <li>Fluency in English. </li> </ul> <ul> <li>Another European language, especially French or German, is an advantage. </li> </ul><p> </p><p> </p><p> </p><p> </p><p><strong>Why Quest</strong></p><p>At Quest, your work makes an impact. You’ll help organizations get AI-ready while building your career with a global team of innovators. We offer:</p><p>• Competitive pay, annual bonuses, and top-performer recognition.</p><p>• Comprehensive health, family, and retirement benefits.</p><p>• Flexible work options, generous PTO, and wellness programs.</p><p>• Professional growth through learning platforms, mentorship, and leadership programs.</p><p>• Inclusive teams that reflect the world we serve, supported by Employee Resource Groups and our Equality &amp; Inclusion Council.</p></li> </ul>