Enterprise Technical Support Senior Advisor

Support Engineer

Quest Software builds the foundation for enterprise AI with solutions in data governance, cybersecurity, and platform modernization. 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.

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 specializing in Active Directory management software. Stellar customer service and call-handling skills and the ability to interface, collaborate and prioritize customer issues with Development and effectively communicate solutions to customers is crucial to the role.

Responsibilities

• Maintain a personal queue of ongoing customer tickets until resolution.
• Interface with the R&D, Sales, Product Management and Professional Services teams to bring escalated issues to closure.
• Document all customer case details on our support portal (case tracking system).
• Be proactive in creating & publishing documentation in a customer focused Knowledge Centred Support (KCS) environment.
• Developing and attending training for self-improvement to assist and share knowledge with other engineers.
• Troubleshoot customer's issues by being able to recreate in support lab environments and by diagnosing potentially complex issues, effectively communicate solutions to customers.
• Initiate, participate or lead, local and global projects.
• Working with the following technologies:
• Operating Systems: Windows
• Messaging: Microsoft Exchange On-Prem and Office 365
• Directory Services: Active Directory
• Networking: DNS, TCP/IP
• Databases: SQL
• Escalate customer issues to Technical Support management and Account Management as necessary.
• Acting as a liaison between the Development team and the Quest end customer.
• After 6 months, have the capability of providing after-hours support and weekend support, if required.

Qualifications

• A detailed knowledge of Quest Active Directory products – Change Auditor, Recovery Manager for Active Directory, InTrust, GPOAdmin, Security Guardian
• An in-depth understanding of different messaging and collaboration systems, in particular Office 365 and Exchange experience
• Messaging Fundamentals including mail routing, connectors, interoperability with foreign systems
• Strong knowledge of Windows operating systems and networking (TCPIP, DNS, LDAP, WMI, ASP, DCOM) preferably from a system administration background
• Active Directory Management and Migration experience
• Knowledge of AD Access Control Lists and Active Control Entries, and trusts between AD Forests
• Understanding of MAPI and EWS
• Knowledge of Internet Information Server (IIS)
• Experience with SQL Server
• Prior Technical Support experience or proven track record in system administration
• Azure, Hyper-V, VMWare / Virtual Server technology experience
• Technical writing skills
• Familiarity with debugging tools/techniques (e.g. WebEx)
• Fluency in English
• Another European language, especially French or German, is an advantage

Why Quest

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:

• Competitive pay, annual bonuses, and top-performer recognition.
• Comprehensive health, family, and retirement benefits.
• Flexible work options, generous PTO, and wellness programs.
• Professional growth through learning platforms, mentorship, and leadership programs.
• Inclusive teams that reflect the world we serve, supported by Employee Resource Groups and our Equality & Inclusion Council.