Technical Support Engineer

About This Role

Interface directly with Enterprise customers to resolve technical support inquiries related to cloud security. Leverage expertise in enterprise networks, systems, and cybersecurity to troubleshoot complex issues and improve customer satisfaction.

Responsibilities

• Solve complex technical support inquiries via telephone, live chat, and ticket interactions with a positive and professional demeanor
• Document interactions comprehensively for auditing and record-keeping purposes
• Spin up lab environments consisting of firewalls, switches, routers, and endpoints to reproduce customer environments for advanced troubleshooting purposes
• Work with team leads and management to bubble up recurring issues or opportunities for product or process improvements
• Participate in testing pre-release solutions and validating performance against test plans documenting results
• Create and submit knowledgebase entries to help improve customer self-service capabilities
• Create and maintain internal knowledge systems to assist other internal team members
• Stay abreast of product changes, working with lab and test systems to come up to speed quickly with new capabilities, devices, and features

Requirements

• Previous technical support experience
• 3-5 years of experience designing and supporting multilayer IP networks; routing and switching
• 3-5 years of experience with network security; firewalls, intrusion prevention, risk assessment, pen testing, content filtering, PKI, SSL/TLS
• 3-5 years of experience managing Windows Server or Red Hat Linux server environments; Proficient with Linux
• 3-5 years of experience managing large (>1k seat) Windows and Mac workstation deployments
• 3-5 years of experience managing DNS; Microsoft or Bind
• Experience with acquiring and analyzing packet captures

Qualifications

• 3-5 years of experience in various technical areas including multilayer IP networks, network security, server environments, and workstation deployments.

Nice to Have

• Experience with virtualization, specifically VDI implementations
• Experience/familiarity with managing enterprise deployments of iOS, Android, and Chromebook devices

Skills

* Required skills

Benefits