Technical Support Engineer

Qualys; California, Foster City (MO, CA); On-site; USD 85,000 - 100,000; Full time

Job summary

Join a forward-thinking cybersecurity firm as a Senior Technical Support Engineer, where you will play a pivotal role in resolving customer issues and enhancing satisfaction. This position offers the opportunity to work in FedRAMP environments, providing top-tier support while collaborating across teams. Ideal candidates will have a strong foundation in networking and security, along with excellent troubleshooting and communication skills. If you're passionate about security and eager to contribute to a dynamic team, this role is perfect for you.

Qualifications

• 2+ years of technical support experience in a cybersecurity environment.
• Strong foundation in networking and security protocols.

Responsibilities

• Resolve global customer service requests in a secure environment.
• Collaborate with teams for high customer satisfaction.

Skills

Technical Support Experience

Vulnerability Management

Web Application Security

TCP/IP Understanding

Windows/Linux/Unix Knowledge

Troubleshooting Skills

Communication Skills

Education

Bachelor of Science in Computer Science

Tools

Salesforce

Jira

Job description

Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

The successful applicant will be performing work in FedRAMP environments, and therefore, must be a U.S. Person (i.e., U.S. citizen, U.S. national, lawful permanent resident, asylee, or refugee). This position may also perform work that the U.S. government has specified can only be performed by a U.S. citizen on U.S. soil.

Qualys, a leading cybersecurity firm, is seeking an experienced Senior Technical Support Engineer for Security Applications to resolve global customer and partner service requests promptly. The role involves collaborating across teams to ensure high customer satisfaction in a secure environment. Ideal for security enthusiasts with solid networking skills, the candidate will lead in resolving technical issues, provide top-tier support, and contribute to world-class assistance.

Responsibilities:

1. Promptly resolve global customer and partner service requests in a highly secured environment.
2. Collaborate with cross-functional teams for high customer satisfaction.
3. Provide support via phone, email, and MS Teams for Product modules over the SaaS platform.
4. Ensure friendly and professional customer interactions throughout the service lifecycle.
5. Act as the main point of contact for technical issues, collaborating directly with Development and QA teams.
6. Thrive in a challenging and dynamic environment, delivering world-class support and technical solutions.

Qualifications:

• 2+ years of technical support experience.
• Experience in Vulnerability Management and Web Application Security/Firewall application support.
• In-depth TCP/IP understanding and LAN/WAN infrastructure knowledge.
• Strong foundation in Windows and/or Linux/Unix in an enterprise environment.
• Familiarity with common OS services (IIS, BIND, Apache, AD, WINS, Samba, SSH).
• Knowledge of firewalls, Intrusion Detection System technologies, and Network Vulnerability Scanners.
• Outstanding troubleshooting and analytical skills.
• Excellent written and verbal communication skills.
• Bachelor of Science in Computer Science or equivalent experience.

Networking:

• Understanding of OSI layers.
• Knowledge of broadcast vs. collision domains.
• Familiarity with DNS records zones and their workings.
• Understanding of SSL and TCP/IP Handshake processes.
• Proficiency in ARP, DHCP, proxy servers, and DNS cache management.
• Knowledge of TCP and UDP protocols and their workings.

Linux/Unix:

• Understanding of the boot process and run levels.
• Methods to assign IP addresses in Unix/Linux/Debian systems.
• Proficiency in checking processes, managing files, and installing packages.
• Knowledge of sudo, permissions, file systems, and SSH banners.

Windows:

• Insight into Windows boot process and control panel basics.
• Understanding of UAC, registry hives, and remote registry tools.
• Knowledge of kernel vs. user mode, Active Directory, and Group Policies.
• Familiarity with Kerberos, NTLM, Procmon, and service control management.

Security:

• Understanding vulnerabilities, the vulnerability cycle, and exploits.
• Knowledge of malware types and concepts of false/true positives/negatives.

Preferred Skills:

• Experience with packet capture review and diagnosis.
• API support and Regex knowledge.
• Scripting skills (Bash, Python).
• Knowledge of web server software, UNIX/Windows web services, and platforms.
• Oracle and Microsoft SQL expertise.
• Certifications such as CCNA, MCSE, CISSP, Security+, CEH are highly desirable.
• Experience with support and development tools (Salesforce, Jira, etc.)

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Annual Salary Guidelines: $85,000 - $100,000

Qualys is an Equal Opportunity Employer. Please see our EEO policy.