Enterprise Technical Support Engineer — Cloud Security

United States Digital Space LLC; San Mateo (CA); On-site; USD 136,000 - 154,000; Full time

Benefits offered by this job

Healthcare programs tailored to needs

Nationwide medical vision dental

HSA with employer contributions

FSA with tax savings

Mental health support

Parental leave and fertility benefits

Paid holidays and flexible PTO

Professional development stipend

Wellness/fitness benefits

Healthy lunches provided

Commuter benefits

Job summary

the company is seeking Technical Support Engineers to support our growing base of enterprise customers with the full suite of cloud-managed building security products. You will troubleshoot complex customer environments, educate on installation and configuration, and collaborate with Engineers to resolve bugs.

Based on-site in San Mateo, CA, five days per week, you will bridge customers, Engineering, and Product Management, writing knowledge base articles and helping drive product improvements.

Qualifications

• Bachelor’s or Master’s degree in a related technical discipline
• Coursework in computer networking, Linux, electronics, computer systems, Python or coding languages is a plus
• Ability to communicate complex technical matters both orally and in writing
• Demonstrated problem-solving skills and attention to detail
• Ability to work within a team environment
• Industry certifications are a plus: CCNP, CCNA, CCENT, CCDA, CWNP, CWNA, MCSE, CEH, Network+, Security+, A+
• Willing and able to work on-site in San Mateo 5 days per week

Responsibilities

• Full-stack troubleshooting of the entire platform including network, hardware, software, and electrical issues
• Provide best practice design, installation, and configuration expertise to enterprise customers
• Communicate technical matters to customers both orally and in writing
• Own customer issues from creation to resolution
• Collaborate with Engineering and Product teams to test new products and identify bugs
• Write technical knowledge base articles and whitepapers
• Staying up to date on the latest products and industry technologies
• Build tools and processes that will scale

Skills

Full-stack troubleshooting

Customer-facing communication

Team collaboration

Technical documentation

Networking basics

Python (coding)

Industry certifications (CCNP/CCNA/CCE

Education

Bachelor’s or Master’s in Networking/Telecommunications/Systems Administration/IT/CS/CE/Cybersecurity

Tools

Linux

Python

Job description

the company is seeking Technical Support Engineers to support our growing base of enterprise customers with the full suite of cloud-managed building security products. You will troubleshoot complex customer environments, educate on installation and configuration, and collaborate with Engineers to resolve bugs.

Based on-site in San Mateo, CA, five days per week, you will bridge customers, Engineering, and Product Management, writing knowledge base articles and helping drive product improvements.