Senior Technical Support Engineer

Fidelis Security; United States; On-site; USD 65,000 - 140,000; Full time

Job summary

An established industry player is seeking a Senior Technical Support Engineer to provide exceptional technical assistance to customers. In this role, you will resolve complex issues related to network security and endpoint products while mentoring junior engineers. Your expertise in both Linux and Windows environments will be pivotal in ensuring customer satisfaction. Join a dynamic team where your contributions will directly impact product improvements and customer experiences. If you're passionate about technology and eager to make a difference, this opportunity is perfect for you.

Qualifications

• 5+ years experience in network device troubleshooting.
• Strong skills in Linux and Windows environments.
• Excellent communication skills for customer interactions.

Responsibilities

• Provide first-line technical support for network security products.
• Diagnose and report issues for multi-platform systems.
• Mentor and train Support Engineers.

Skills

Linux troubleshooting

Windows administration

Network device installation

IP network protocols

Firewall configuration

VPN and Proxy management

Problem isolation

Customer communication

Job description

We are looking for a Senior Technical Support Engineer to provide first-line technical support to our customers. The ideal candidate will be responsible for resolving customer issues, answering support tickets, and providing solutions to technical problems. This position requires excellent communication skills and the ability to work in a fast-paced environment.

Respond to customer technical assistance requests:

· Mentor and train Support Engineers

· Respond to customer technical assistance requests for network security and endpoint products

· Diagnose and report product issues for a Linux-based network security appliance

· Diagnose and report product issues for Windows-based server, Linux-based server and multi-platform endpoints

· Advise customers on configuration and tuning security policies

· Track customer issues and resolutions

· Support a global customer base including customers in Europe and the Middle East

· Ability to work out-of-hours (rota-basis) to support customer needs

· Master product operations and new version updates

· Contribute to solutions in our online knowledge base

· Collaborate with Sales Engineering and Services staff to provide priority technical support

· Work with QA/Testing staff to provide field use case information and requirements for added test cases

· Work with Documentation staff to improve content and organization of product information

We are looking for someone who has:

· 5+ years of experience with installing and troubleshooting network devices

· 5+ years of experience as a Linux power user and diagnostician

· 5+ years of Windows administration or helpdesk experience

· Demonstrated problem isolation and diagnostic skills

Qualifications (Preferred):

· Good oral and written communication skills

· Experience in customer-facing role

· Demonstrated ability to communicate complex technical information clearly, accurately, and appropriately

· Familiarity with IP network protocols and services, Firewalls, VPNs and Proxy

· Familiarity with endpoint solutions around enterprise IT disk encryption, AV and workstation package management

· Ability to effectively troubleshoot network and connectivity issues

· Strong personal organization, follow-up and initiative, coupled with ability to re-prioritize tasks

· Experience with network security products, such as IPS/IDS solutions

· Experience with hardware troubleshooting and diagnosi

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Engineering and Information Technology

• Industries

  Computer and Network Security

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