Technical Support Engineer

The Role

As a Technical Support Engineer, you will have the opportunity to support our customers and learn cutting edge technologies in the dynamic software security space.

Main Duties 

·         Having a strong customer service focus with the commitment to excellence and desire to delight customers and being a customer ambassador who is passionate about creating a positive customer experience

·         Solving technical problems and delivering an experience so profound that customers love using our products and services and actively recommend them to others

·         Handle customer complaints and escalations (via phone, email, remote desktop) by talking to customers directly.

Skills & Experience 

·         Strong technical knowledge and understanding of IT Security concepts, including networking, firewall and VPN technologies

·         Excellent verbal and written communication skills, inspiring confidence while leading customers through the steps to resolve issues via phone and email

·         Ability to handle escalated calls while using good judgment to make sound recommendations

·         Advanced computer skills and 4 plus years (Level 1) or 7 plus years (Level 2) including but not limited to: Linux, Unix, Postfix, DNS, BIND, Networking, Network security, Proxies, Email security, http protocol, shell scripting, bash, web proxy, web security, spam filtering, Active Directory

·         Understanding of network protocols like HTTP, SMTP, FTP, SMB, DNS and DHCP

·         Thorough knowledge and understanding of the following concepts: Security, Cloud, Firewalls, VPN, Malware, Spyware, Cyber Security.

·         Experience of installation and configuration of Mac OS, UNIX or Netware.