Technical Support Representative

Barracuda Networks Inc.; United Kingdom; Hybrid; GBP 30,000 - 50,000; Full time

Job summary

A leading cybersecurity firm in the United Kingdom seeks motivated customer support technicians for networking and security products. In this entry-level role, you will offer high-quality support through email, phone, and chat, resolving customer issues while developing your skills in network and IT security. The ideal candidate has a customer-centric focus and knowledge in IT security, with additional benefits for language skills and relevant certifications. Opportunities for personal growth and internal mobility are available.

Benefits

Opportunities for cross-training

Internal mobility

Equity options

Qualifications

• Prior experience in networking or IT security is preferred.
• Ability to troubleshoot and resolve customer issues.
• Willingness to develop skills through ongoing training.

Responsibilities

• Provide support for home-grown products via email, phone, and chat.
• Interface with customers to effectively solve their issues.
• Document and escalate product bugs or issues as necessary.

Skills

Network security knowledge

Customer-centric focus

Good English language skills

Experience with Salesforce

Education

Good knowledge in networking and IT security

CCNA, CCNP, or CCIE certification

Tools

Linux Command Shell

Microsoft Windows Server

VMware

Hyper-V virtualization

Exchange

SQL

Job description

Job ID 26-429

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.

#LI-Hybrid