Job Description
• Engage with customers on escalated support issues or critical customer situations
• Provide expert systems design, recommendations, and configurations
• Perform in-depth diagnostics and troubleshooting using networking tools
• Assist customers with testing or troubleshooting of networking or cloud service issues
• Reproduce customer issues to verify problems and document steps to replicate for Support, Engineering and Operations teams
• Maintain ticket database, logging issues and customer interactions
• Become a cloud services expert through self-study, company training, and a desire to excel and become an expert
• Limited travel – typically only for company training or meetings
• Hours – Business hours support, possible shift work, possible on-call work
• Other duties or projects, as assigned
• Desired Skills
• Strong verbal and written communication skills (English)
• Bachelor of Science in Computer Science/Engineering or equivalent advanced industry certifications.
• Minimum 3 years’ experience working as Support Engineer/ Sr. Support Engineer supporting networking or web security products
• Working knowledge of networking and security products and enterprise network infrastructure.
Technical Skillset
• Networking Experience - VPN technologies such as IPSec and VPN clients
• Network Security (SSL/TLS, VPNs, Firewall, IDS/IPS)
• Authentication systems such as LDAP, MS AD etc
• Knowledge of protocols such as HTTP, SMTP, FTP, DNS
• Basic experience with operating systems such as Linux, Unix and Free BSD
• Network troubleshooting experience - Familiarity with tools such as Ping, Traceroute, MTR, and Network Protocol Analyzers such as tcp, dump, Wireshark
• Knowledge of protocols such as HTTP, SMTP, FTP, DNS
• Working knowledge of Apache and IIS Web Server administration
• Scripting knowledge (SHELL, Python, Perl) – not required, a plus