Responsibilities
- Provide technical and troubleshooting assistance for Barracuda’s network security products, including firewalls, VPNs, and threat protection systems.
- Deliver world-class customer service while directly interfacing with our customers at a high volume.
- Respond to customer inquiries via phone, email, and chat, ensuring timely and accurate resolution of issues.
- Help create and revise internal and public-facing product solutions.
- Develop your skills in network and security products through ongoing training.
- Escalate complex problems while maintaining ownership and communication with the customer.
Requirements
- Associates degree in Networking, or related IT field.
- CCNA, CompTIA Network+ certification, or equivalent work experience.
- Technical comprehension of Firewalls, Routers, IDS, IPS, VPN, NAT, and Networking Protocols such as UDP, TCP/IP, IPsec, and DHCP.
- Proficiency with troubleshooting and resolving complex networking problems through phone and email communications.
- Excellent verbal and written communication skills.
- Experience in customer service with the ability to effectively communicate with end users of diverse technical backgrounds.
- A willingness to learn and develop your skills by taking on additional projects or assignments.
Nice to Have
- Experience with Unix, Shell, Perl, or Python
Benefits
- A team where you can voice your opinion, make an impact, and where you and your experience are valued.
- Internal mobility – there are opportunities for cross training and the ability to attain your next career step within Barracuda.
- Equity, in the form of non-qualifying options.
- High-quality health benefits.
- Retirement Plan with employer match.
- Career-growth opportunities.
- Flexible Time Off and Paid Time Off benefits.
- Volunteer opportunities.
