Enterprise Technical Support Engineer

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 EcosystemWe are the trusted partner for modernizing, protecting, and securing hybrid environments acrossActive Directory,Entra ID, andMicrosoft 365. Fromcybersecurity resilienceandrisk managementtodisaster recoveryandseamless migrations, Quest equips global enterprises to embrace the cloud confidently—without compromising their on-premises investments.

Maximizing Data Value with AI-Ready SolutionsQuest also empowers organizations to turn data into a strategic asset. Our integratedAI and data management solutionshelp de-risk AI adoption and drive ROI across the entire data lifecycle—frommetadata managementanddata operationstoinfrastructure 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 being able to reproduce in support lab environments and by 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 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.

- 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 (TCPIP, 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 knowledge of user management

- Azure / Virtual Server technology experience

- Powershell scripting

- Active Directory Management

- Fluency in other European languages is an advantage.

Company Overview

Quest Software builds the foundation for enterprise AI with solutions indata 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.

Come join us. For more information, visit us on the web at http://www.quest.com/careers.

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