Technical Support Representative

Barracuda; Reading; On-site; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Equity options

Internal mobility

Job summary

Barracuda Networks in Reading, United Kingdom, is seeking an entry‑level front‑line technical support specialist to help customers with product issues via email, phone and chat.

You will work in a team under a Technical Support Manager, developing skills in networking and security while supporting WAF/NG, email/backup, and related services. Training and collaboration opportunities are provided.

Qualifications

• Entry-level front-line support role handling customer issues via email, phone and chat.
• Experience with Linux Command Shell beneficial.
• Experience with VMware/Hyper‑V, Exchange and SQL advantageous.
• CCNA/CCNP/CCIE certification and Salesforce experience advantageous.
• Good English; additional language skills beneficial.

Responsibilities

• Provide superior customer support on Barracuda products.
• Interface with customers at high volume to solve issues via email/phone/chat; use WAF/NG and backup tools.
• Develop skills in network and security products through training.
• Document and escalate bugs and issues; follow through to resolution.
• Debug issues and raise tickets to the next support level when needed.

Skills

Network security

IT infrastructure knowledge

Customer support

Linux shell

Windows Server experience

Tools

Salesforce

VMware

Hyper-V

Exchange Server

SQL Server

Job description

Req ID: 27-0490. Come join our passionate team! Barracuda is a leading cybersecurity company providing complete protection against complex threats. Our platform protects email, data, applications, and networks with innovative solutions, and a managed XDR service, to strengthen cyber resilience. Hundreds of thousands of IT professionals and managed service providers worldwide trust us to protect and support them with solutions that are easy to buy, deploy, and use.

We know a diverse workforce adds to our collective value and strength as an organization. Barracuda Networks is proud to be an employer that complies with all applicable national, state and local laws pertaining to nondiscrimination and equal opportunity regardless of race, gender, religion, sex, sexual orientation, national origin, or disability.

Envision yourself at Barracuda

Barracuda Networks is currently looking for highly motivated and excited computer and networking technicians, to provide quality support of our superb networking and security products. This role will be an entry-level front-line facing position where you will understand, document, and troubleshoot the customers' product support issues over email, phone, and chat mediums. This position will work within a team and will report into a Technical Support Manager.

What You’ll Be Working

• Providing superior customer support on our home-grown products
• Interface with customers at a high volume to solve their issues using different applications which include WAF/NG and email/backup
• Develop your skills in network and security products through on-going training
• Document, elevate and follow through with product bugs and/or issues
• Debug the issue and provide a solution. If not resolved raise a ticket to the next level

What You Bring To The Role

• Good knowledge and experience in the field of network / IT security and / or data protection (backup systems, e-mail archiving, etc.) is an advantage
• Experience in the field of Linux Command Shell beneficial
• Experience with Microsoft Windows Server, VMware, and Hyper‑V virtualization, as well as Exchange and SQL, are advantageous
• CCNA, CCNP, or CCIE certification is an advantage
• A customer‑centric focus where you will answer customer calls and emails
• Prior experience with Salesforce is an advantage
• Good English language, additional European languages also beneficial

What You’ll Get From Us

• 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, in addition to equity, in the form of non‑qualifying options.