Enterprise Technical Support Senior Advisor
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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.
Responsibilities
* Maintain a personal queue of ongoing customer tickets until resolution.
* Interface with 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 Centered Support (KCS) environment.
* Develop and attend training for self‑improvement and knowledge sharing with other engineers.
* Troubleshoot customers’ issues, replicate them in support lab environments, diagnose complex problems, and communicate solutions effectively.
* Initiate, participate in, or lead local and global projects.
* Supported technologies: Windows, Microsoft Exchange On‑Prem, Office 365, Active Directory, DNS, TCP/IP, SQL.
* Escalate customer issues to Technical Support management and Account Management as necessary.
* Act as liaison between the Development team and Quest end customer.
* After 6 months, be able to provide after‑hours and weekend support if required.
Qualifications
* Detailed knowledge of Quest Active Directory products – Change Auditor, Recovery Manager for Active Directory, InTrust, GPOAdmin, Security Guardian.
* In‑depth understanding of messaging and collaboration systems, especially Office 365 and Exchange.
* Messaging fundamentals, including mail routing, connectors, and interoperability with foreign systems.
* Strong knowledge of Windows OS and networking (TCP/IP, DNS, LDAP, WMI, ASP, DCOM). Preferably from a systems administration background.
* Active Directory management and migration experience.
* Knowledge of AD Access Control Lists and trust relationships between AD forests.
* Understanding of MAPI and EWS.
* Knowledge of IIS.
* Experience with SQL Server.
* Prior technical support experience or proven track record in system administration.
* Experience with Azure, Hyper‑V, VMWare/Virtual Server technologies.
* Technical writing skills.
* Familiarity with debugging tools/techniques (e.g., WebEx).
* Fluency in English.
Preferences
* Another European language, especially French or German.
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.
For more information, visit quest.com/careers. Job seekers should be aware of fraudulent job offers from online scammers and should only apply through the official Quest careers site.
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