Technical Support Engineer

Segment (Twilio); Raleigh (NC); On-site; USD 60,000 - 80,000; Full time

Job summary

Qualys in Raleigh, North Carolina, is seeking a Technical Support Engineer who is bilingual in English and Spanish. You will manage customer and partner service requests and ensure high customer satisfaction. The role requires strong troubleshooting skills and a solid technical foundation in networking, operating systems, and security.

The ideal candidate possesses 1-2 years of experience in technical support and is eager to work in a collaborative environment. Preference will be given to those with knowledge of cloud platforms and security certifications.

Qualifications

• 1-2 years of experience in a technical support role.
• Unix/Linux experience in an enterprise environment.
• In-depth TCP/IP understanding.
• Outstanding troubleshooting and analytical skills.
• Fluency in both English and Spanish.

Responsibilities

• Manage prompt resolution of customer and partner service requests.
• Ensure high levels of customer satisfaction during interactions.
• Act as main point of contact for technical issues.

Skills

Strong hands-on networking knowledge

Troubleshooting and analytical skills

Fluent in English and Spanish

Strong knowledge of TCP/IP

Experience in technical support role

Education

Bachelor of Science in Computer Science or equivalent

Tools

Splunk

Salesforce

Jira

Job description

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

Technical Support Engineer ( Bilingual : English / Spanish )

The Technical Support Team is responsible for managing prompt resolution of global customer and partner service requests in a highly secured environment. The Technical Support Engineer (TSE) works closely with Development, QA, Operations, Customer Service, Finance, Sales, and Alliances to ensure high levels of customer satisfaction with all transactions. The primary function of this position is to ensure that each customer interaction is a friendly and professional experience, that addresses the needs of the customer in all stages of the customer service life cycle within Qualys. Customer relationship building and teamwork are key success criteria for this role. The TSE will provide support via phone, email, and WebEx focused on the Qualys Cloud Agent used in conjunction with the Qualys Services.

We are looking for passionate, self‑motivated technical individuals that have the desire and capability to think outside the box to solve complex problems. The Technical Support Engineer acts as the main point of contact regarding technical issues and will work directly with Development and QA teams to facilitate resolution. This role will suit an individual who excels in a challenging and dynamic environment, enjoys providing world‑class support, and is technically motivated.

Qualifications

Strong hands‑on networking knowledge and at least 1‑2 years of experience in a technical support role. Must be able to adapt quickly to any technical challenge. Strong Windows foundation and/or solid Linux/Unix experience in an enterprise environment. Passionate about security; candidates with CISSP/CEH or equivalent are preferred. Deep understanding of network services, and how they work from a protocol/configuration level.

Required

• 1‑2 years of experience in a technical support role.
• Unix/Linux experience in an enterprise environment.
• In‑depth TCP/IP understanding.
• LAN/WAN infrastructures.
• Common OS services (IIS, BIND, Apache, AD, WINS, Samba, SSH).
• Strong knowledge of current firewall, Intrusion Detection System technologies, and Network Vulnerability Scanners.
• Windows Active Directory authentication and security.
• Knowledge of Samba/Active Directory integration.
• CIFS, DNS, ACL, server/client configuration.
• Outstanding troubleshooting and analytical skills.
• Excellent written and verbal communication skills.
• Splunk usage including but not limited to log queries and report/dashboard generation.
• Bachelor of Science, preferably with a major in Computer Science or equivalent experience.

Preferred

• Knowledge of Cloud Platforms AWS, Azure, and GCP user management.
• Experienced with packet capture review and diagnosis.
• Previous API support and Regex knowledge.
• Scripting experience (Bash, Python).
• Knowledge of major web server software (IIS, Apache, WebSphere, Tomcat, WebLogic), UNIX/Windows web services, and diverse platforms and applications (Linux, Windows 2003/2008, Windows NT, Novell, Lotus Notes, Mac OS).
• Oracle and Microsoft SQL knowledge highly desirable.
• CCNA, MCSE, CISSP, CompTIA Security, and CEH highly desirable.
• Experience with Customer Support and Development Tools (Salesforce, Jira, etc.).

Fluent in both English and Spanish (written and verbal) to effectively support our customers.

Qualys is an Equal Opportunity Employer, please see our EEO policy.