Enterprise Technical Support Advisor

Quest Engineer

Quest is an award-winning IT management software provider offering solutions that help organizations solve their most common and most challenging IT problems. Since 1987, we have been reducing the time and money our customers spend on IT administration so they can focus more on business innovation. With more than 100,000 customers in 100 countries, we emphasize innovation, strong community with customers and partners, and ongoing support throughout our customers' journey.

If you are passionate about delivering world-class technical support, this role is for you. As a Quest engineer, you will provide both proactive and reactive support, working closely with global colleagues, Product Management, and R&D. You will become a trusted technical advisor for customers using Quest solutions in Microsoft 365 and Windows/Linux environments. Quest values long-term employee success and offers extensive benefits and opportunities for growth.

Responsibilities

• Act as a customer advocate and represent Quest Support in a professional and friendly manner
• Own incoming technical issues, diagnose problems, and provide resolutions via email, remote sessions, chat, or phone
• Maintain a personal queue of ongoing customer issues and drive them to resolution
• Document all case details in the CRM system
• Create and publish Knowledge Base articles in a Knowledge-Centered Support (KCS) environment
• Participate in team discussions, share ideas, and contribute to continuous improvement
• Reproduce customer issues in lab environments and troubleshoot potentially complex scenarios
• Stay knowledgeable about Quest products and current industry technologies
• Provide after-hours or weekend support when required

Support Skills that you will bring

Customer Service Focus

• Experience in a customer-facing technical support or service environment
• Strong interpersonal skills and a customer-oriented mindset
• Ability to deliver excellent customer service

Analytical & Problem-Solving Skills

• Ability to gather relevant information and troubleshoot technical issues effectively
• Ability to anticipate and prevent potential customer issues

Communication Skills

• Strong written and verbal communication skills

Adaptability

• Ability to work in a fast-paced, dynamic environment
• Ability to manage multiple issues professionally and efficiently

Qualifications

• Microsoft 365 (Azure AD / Entra ID, Exchange Online, SharePoint/OneDrive, Teams)
• Windows/Linux
• DNS/TCP/IP
• OS

Company Overview

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.

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.

Quest is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Quest is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Quest are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, or belief, national, social, or ethnic origin, sex (including pregnancy), age, physical, mental, or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union, or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Quest will not tolerate discrimination or harassment based on any of these characteristics. Quest encourages applicants of all ages.

Come join us. For more information, visit us on the web at Quest Careers Innovate.Collaborate.Grow

Job seekers should be aware of fraudulent job offers from online scammers and only apply to roles listed on quest.com/careers using our applicant system. Note: We do not use text messaging or third-party messaging apps like Telegram to communicate with applicants, so please exercise caution if you are approached in this way and only interact with people claiming to be Quest employees if they have an email address ending in @quest.com.