We are looking for a Global Support Engineer who can support a remote-first, flexible shift schedule. This is a growth role—you will advance your career as a support engineering professional while simultaneously increasing your knowledge and hands-on experience with networking infrastructure as a service. You will regularly tackle interesting and challenging questions and bring clarity to our customers as they leverage our tools to secure their networks in an ever-changing threat landscape.

 

Duties and Responsibilities:

As a member of the Global Support Engineering team, you will work with customers to resolve technical issues with our product(s) using a variety of internal resources and provide data analysis to understand and troubleshoot systems. Your day-to-day responsibilities could include any of the following:

Provide hardware and firmware deployment support for our appliances. Actively participate in Knowledge Centered Services (KCS) by learning from documented knowledge and contributing to discussions. Engage in troubleshooting activities, following guidance and existing documentation. Assist with the initial stages of ticket handling and escalate when necessary. Work collaboratively with more experienced engineers to gain deeper insights into complex issues. Assist customers with configuration of network infrastructure, virtualization, and third-party integrations. Utilize a ticketing system to update, communicate, and move work items to completion. Act as the single point of contact for customer questions and concerns. Communicate with customers in a highly professional manner via various channels including email, phone, ticketing system, and video conferencing. Pair your existing knowledge with a learning mindset to elevate your service to our customers while being a force-multiplier to your colleagues.

 

Required Qualifications and Experience:

We’re looking for a Support Engineer who can help us grow to the next level as a company. As a starting point for this hands-on position, you should bring:

Two years of experience in IS or IT—this is not an entry-level position. In-depth knowledge of the OSI Model. Understanding of network infrastructure routing and switching concepts. Excellent customer service, organizational, and documentation skills.

Preferred Qualifications:

In addition, you would stand out if you brought:

Experience with Unix/Linux-based operating systems. An understanding of cybersecurity concepts and terminology. Javascript familiarity and comfort. Certifications in networking or infrastructure (like CompTIA).

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