The Technical Support Engineer provides advanced technical support and troubleshooting for the cybersecurity platform, serving as a direct point of contact for customers. This role emphasizes problem diagnosis, resolution, customer communication, knowledge sharing, and coordination with internal teams to represent customer needs effectively.
Responsibilities
- Reviews technical solution documents for accuracy and provides constructive feedback to authors.
- Serves as a remote advocate for customers, representing their needs in coordination with field teams.
- Leverages influence beyond the immediate department to facilitate solutions.
- Leads and participates in customer conference calls, adapting communication style to the audience.
- Contributes to and maintains self-service content including chat, knowledge base articles, and support forums; regularly adds new content to the knowledge repository.
- Verifies technical details and issues early alerts, distributing critical information as needed.
- Communicates directly with customers throughout the problem resolution lifecycle, from issue identification to resolution explanation.
- Determines when to involve or escalate to senior technical resources for complex problems.
- Manages personal case workload, sets priorities, and negotiates expectations with customers.
- Performs shift work, including holidays, weekends, and on-call duties, as part of a 24x7x365 support model.
- Strives to become a subject matter expert in one or more technical domains.
- Mentors junior engineers, contributes to training sessions, and supports peer development.
- Applies systems analysis methods to evaluate hardware and software functionality.
- Uses advanced troubleshooting tools and analytical techniques to diagnose and resolve technical issues in complex environments.
- Collects and evaluates diverse information to identify root causes and solutions.
- Selects appropriate diagnostic tools, runs tests, and determines when to deviate from standard procedures.
- Communicates technical and procedural details clearly to internal and external stakeholders in high-pressure situations.
- Maintains consistent, documented communication throughout case lifecycle, ensuring all relevant parties are informed.
- Creates and enhances knowledge base articles, performs expert-level tasks, and shares technical solutions with peers and customers.
Requirements
- Demonstrates strong troubleshooting and customer support abilities.
- Shows solid organizational skills, including managing and prioritizing customer cases.
- Can conceptualize, analyze, and resolve both simple and complex problems using sound judgment and available data.
- Works effectively within a team-oriented environment.
- Possesses excellent verbal and written communication skills.
- Has proficiency in two or more of the following technical areas.
- Has hands-on experience with Unix/Linux system administration and strong command-line expertise.
- Understands network security principles, including firewall setup, SSL encryption, proxy settings, and IPSEC VPNs.
- Has a solid grasp of networking fundamentals such as routing, switching, VLANs, and VPNs.
- Is technically skilled in Windows platforms, including Windows Server, Active Directory, and SQL Server.
- Has strong knowledge of relational databases like MySQL and NoSQL databases like MongoDB.
- Understands configuration management tools such as Chef, Puppet, and Salt.
- Is familiar with Python scripting.
- Has experience using security assessment tools like NMAP, Nessus, and Metasploit, as well as packet analysis tools like Wireshark and tcpdump.
- Typically has at least three years of relevant professional experience with a bachelor’s degree, an advanced degree without experience, or equivalent practical experience.
Nice to Have
- Holds Linux administration certifications such as RHCSA or RHCE.
- Possesses security certifications like CEH or Security+.
- Has Microsoft certifications such as MCSA or MCSE.
- Holds networking certifications such as CCNA or CCNP.
Tech Stack
Unix/Linux, command line, firewall configuration, SSL, IPSEC VPN, routing, switching, VLANs, VPNS, Windows Server, Active Directory, SQL Server, MySQL, MongoDB, Chef, Puppet, Salt, Python, NMAP, Nessus, Metasploit, Wireshark, tcpdump
Work Arrangement
onsite
Additional Information
- Shift work, including holidays, weekends, and on-call responsibilities, is required due to the 24x7x365 operational model.
