Enterprise Technical Support Advisor - Remote Eligible

Enterprise Technical Support Engineer

Quest is an award-winning global software company delivering a broad range of IT management solutions that help our customers solve their most pressing and complex IT challenges. For more than three decades, we've empowered over 100,000 customers in 100+ countries to spend less time managing IT and more time driving innovation.

We are seeking an Enterprise Technical Support Engineer to join our AMER Platform Management Support team. This role supports our evolving hybrid portfolio—with a strong emphasis on SaaS-first solutions, while also providing support for our industry-leading on-premises software. We encourage a culture of continuous learning and AI adoption, empowering our engineers to use AI tools to increase their performance, adapt to evolving technologies, and deliver outstanding customer experiences.

At Quest, our people drive our success. We offer competitive benefits, growth opportunities, and a collaborative, customer-focused culture.

100% Remote - Candidate MUST be located in Panama

Responsibilities

As a Technical Support Engineer, you will be a vital member of a global virtual team, delivering exceptional technical support for our Platform Management suite, with a focus on Active Directory, Exchange, Microsoft 365, and related Microsoft ecosystems.

• Own and resolve customer issues end-to-end, maintaining a personal queue of open support cases until full resolution
• Reproduce and diagnose complex customer scenarios in lab environments for root cause analysis
• Leverage AI tools and solutions to boost troubleshooting efficiency, knowledge sharing, and case resolution time
• Interface with Product Development, Product Management, Sales, and Professional Services teams to escalate and resolve advanced technical issues
• Document detailed case information in our support portal and contribute to our Knowledge Centered Support (KCS) repository by creating customer-facing technical content
• Develop deep product expertise through ongoing training, proactively use AI to expand your skill set, and share knowledge with peers to build team capability
• Participate in local or global projects to improve support delivery, product quality, or customer experience
• Act as a liaison between customers and Engineering teams to communicate product defects, enhancement requests, and workarounds
• Provide occasional after-hours and weekend support as required, once fully ramped

Qualifications

Essential Technical Skills & Experience

• Prior experience in Technical Support, System Administration, or a related technical customer-facing role
• Excellent written and verbal communication skills in English
• Proven troubleshooting skills, especially in enterprise Windows environments
• In-depth understanding of Active Directory administration, migrations, trusts, ACLs/ACEs
• Hands-on experience with Microsoft Exchange (architecture, administration, migration)
• Strong knowledge of Microsoft 365 including Exchange, EntraID, SharePoint, Teams, Public Folders, PowerBi, etc
• Familiarity with networking fundamentals, including TCP/IP, DNS, LDAP
• Experience configuring and maintaining Internet Information Services (IIS)
• Working knowledge of SQL Server basics (queries, troubleshooting)
• Experience with virtualization technologies (e.g., VMware, Hyper-V)
• Exposure to debugging and network analysis tools (e.g., Fiddler, Wireshark)
• Remote support tools experience (e.g., WebEx, MS Teams)
• Technical writing skills for knowledge base or customer-facing documentation
• Demonstrated interest in using AI tools to improve workflows, troubleshoot smarter, and adapt to new technologies
• Ability to work independently, prioritize tasks, and thrive in a fast-paced, collaborative team environment

Preferences

• MCSE / MCSA / Microsoft 365 or Azure Administrator certification
• Experience supporting SaaS-based migration or management tools (e.g., Quest On Demand Migration, Metalogix Content Matrix)
• Familiarity with Knowledge Centered Support (KCS) principles
• A mindset of continuous learning and willingness to experiment with AI solutions for improved support delivery

Technologies You'll Work With

• Operating Systems: Windows Server 2016, 2019, 2022
• Messaging & Collaboration: Microsoft Exchange 2016, 2019, Microsoft 365 (Exchange Online)
• Directory Services: Active Directory Domain Services, LDAP, AD migration and consolidation
• Networking: TCP/IP, DNS, LDAP
• Web & Application Servers: Internet Information Services (IIS)
• Databases: Microsoft SQL Server 2016, 2019, 2022
• SharePoint: SharePoint Server Subscription Edition, SharePoint Online
• Virtualization: VMware, Hyper-V

What We Offer

A collaborative, global team culture where innovation, customer focus, and growth thrive

Opportunities for continuous technical development and career advancement

Flexible working model with remote-friendly policies

A comprehensive benefits package to support your well-being and work-life balance

Be a part of Quest—where your expertise, curiosity, and AI-enabled skills help customers transform their IT, modernize securely, and solve tomorrow's challenges today.

Company Description

At Quest, we create and manage the software that makes the benefits of new technology real. Companies turn to us to manage, modernize and secure their business, from on-prem to in-cloud, from the heart of the network to the vulnerable endpoints. From complex challenges like Active Directory management and Office 365 migration, to database and systems management, to redefining security, and hundreds of needs in between, we help you conquer your next challenge now.

We're not the company that makes big promises. We're the company that fulfills them.

We're Quest: Where Next Meets Now.

Why work with us!

-Life at Quest means collaborating with dedicated professionals with a passion for technology.

-When we see something that could be improved, we get to work inventing the solution.

-Our people demonstrate our winning culture through positive and meaningful relationships.

-We invest in our people and offer a series of programs that enables them to pursue a career that fulfills their potential.

-Our team members' health and wellness is our priority as well as rewarding them for their hard work.

Quest is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

Come join us. For more information, visit us on the web at Quest Careers | Where next meets now. Join Quest.