Technical Support Engineer

Lancope; Alpharetta (GA); On-site; USD 60,000 - 80,000; Full time

Job summary

A technology solutions company in Alpharetta, Georgia is seeking a Technical Support Engineer. You will troubleshoot and develop technical solutions for our products, providing support to customers and field engineers. The ideal candidate should have a Bachelor’s degree or equivalent experience along with strong analytical and communication skills. Responsibilities include managing product installations, providing operational support, and achieving mastery of the product line. This role offers a collaborative work environment with opportunities for professional growth.

Qualifications

• Bachelor’s degree or equivalent work experience.
• Strong analytical and problem solving skills with effective communication.
• Knowledge of Linux/Solaris/UNIX operating systems and server hardware.

Responsibilities

• Deliver global engineering support for Lancope product line.
• Support operational needs using Lancope products.
• Manage new product installations and upgrades.

Skills

Analytical skills

Problem solving

Written communication

Verbal communication

Organizational skills

Education

Bachelor’s degree or equivalent work experience

Tools

Linux

Solaris

UNIX

Job description

The Technical Support Engineer will be responsible for troubleshooting and developing technical solutions related to Lancope’s product solutions for our customers, partners, and field engineers. This role will provide deployment, post-sales, and ongoing system support to our customers, partners, and field engineers. The Technical Support Engineer must be a motivated self-learner and team player. This position reports to the Director of Customer Support.

Essential Duties and Responsibilities

• Deliver global engineering support to customers, partners, and field engineers for the Lancope product line.
• Support the operational needs of customers using Lancope products for network security and forensics.
• Proactively suggest new ideas and changes that customers can implement to increase their consumption and adoption of the Lancope product line.
• Assist Lancope customers in achieving their stated outcomes with the Lancope product line.
• Manage successful new product installations and upgrades for customers.
• Achieve subject matter mastery of Lancope’s product line and associated technologies.
• Manage escalations and issues with customers and internal resources.

Qualifications

• Bachelor’s degree or equivalent work experience or a combination of education and experience
• Strong analytical, problem solving, written/verbal communication and organizational skills.
• Knowledge of Linux/Solaris/UNIX operating systems and server hardware.
• Strong knowledge of IP-related protocols including TCP/IP, UDP, IPSEC, VLANs, and OSI layers.
• Knowledge of network architecture and protocols including routing, switching, and firewall technologies.
• Experience with remote customer support and case management a plus.
• Enterprise security solution experience and networking background a bonus.

Motivations

Education

Experience

Licenses & Certifications

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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