Enterprise Technical Support Engineer

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Enterprise Technical Support Advisor
role at
Quest Software
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Enterprise Technical Support Advisor
role at
Quest Software
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Overview
Quest Software: Empowering Secure Digital Transformation and Data-Driven Innovation.
At Quest Software, our mission is focused on helping organizations thrive in a Microsoft-centric world while unlocking the full potential of their data.
Securing the Microsoft Ecosystem.
We are the trusted partner for modernizing, protecting, and securing hybrid environments across Active Directory, Entra ID, and Microsoft 365.
From cybersecurity resilience and risk management to disaster recovery and seamless migrations, Quest equips global enterprises to embrace the cloud confidently—without compromising their on-premises investments.
Maximizing Data Value with AI-Ready Solutions.
Quest also empowers organizations to turn data into a strategic asset.
Our integrated AI and data management solutions help de-risk AI adoption and drive ROI across the entire data lifecycle—from metadata management and data operations to infrastructure optimization.
We enable IT and data leaders to accelerate innovation and make smarter, faster decisions.
Together, these two pillars make Quest Software a catalyst for secure digital transformation and intelligent data use—today and into the future.
Support Engineers 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.
Stellar customer service and handling skills and the ability to interface, collaborate and prioritize customer issues and effectively communicate solutions to customers is crucial to the role.
Responsibilities
Provide Technical Support to Quest customers, focusing on migrations (e.g. mail, Teams, SharePoint, OneDrive) in an enterprise setting
Troubleshoot customers' issues by reproducing in support lab environments and diagnosing potentially complex issues, effectively communicating solutions to customers.
Maintain a personal queue of ongoing customer issues until resolution, and interface with other departments such as R&D, Sales, and Product Management to bring escalated issues to resolution.
Document all customer case details on our case tracking system.
Be pro-active in creating and publishing documentation in a customer-focused Knowledge-Centered Support (KCS) environment.
Develop and attend training for self-improvement to assist and share knowledge with other engineers.
Initiate, participate or lead local and global projects.
Qualifications
Prior Technical Support experience dealing with enterprise customers
Experience of migrations including Accounts, Mailbox, SharePoint, Teams, OneDrive, Power BI
Cloud infrastructure management or strong knowledge of Office 365 and Microsoft applications
Familiarity with debugging tools/techniques (EWSEditor, SP Browser, MFCMAPI)
An in-depth understanding of messaging and collaboration systems, in particular Office 365 and on-premise Exchange servers
Messaging Fundamentals including mail routing, connectors, interoperability with foreign systems
Strong knowledge of Windows operating systems and networking (TCP/IP, DNS, LDAP) preferably from a system administration background
Understanding of MAPI and EWS
Experience with management of Microsoft SQL server
Additional Preferred Competencies
Knowledge of Active Directory Access Control and user management
VMware / Virtual Server technology experience
Powershell scripting
Knowledge of Zimbra, G Suite, and IBM/HCL Domino
Active Directory Management
Fluency in other European languages is an advantage
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
Seniority level
Associate
Employment type
Full-time
Job function
Administrative
Industries
Software Development
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