Technical Support Engineer

Nozomi Networks Inc.; United States; Remote; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health & Wellness

Financial benefits

Work-Life Balance

Flexible time-off

Job summary

Nozomi Networks is seeking a Technical Support Engineer for a fully remote role in the United States. You will provide post-sales break-fix, consult on infrastructure design, and collaborate with Product and Engineering teams to resolve complex issues.

Build expertise across our OT and IoT cybersecurity product line and maintain up-to-date knowledge bases. You will engage with critical accounts, perform lab reproductions of issues, and participate in on-call rotations.

Qualifications

• Experience in customer-facing roles as Technical Support Engineer or Systems Engineer.
• Experience in network security in a support, design, consultancy or operations role.
• Strong knowledge of Unix systems, virtualization, scripting and API integrations.
• Knowledge of common networking, security protocols and applications.
• Experience in installations, configuration and operation of security appliances in large complex environments.
• Strong knowledge of information security principles.
• Excellent troubleshooting and communication skills.
• Fluent written and spoken English.
• Experience with IC security projects is a plus.
• Willingness to be on call on weekends approximately once per quarter.

Responsibilities

• Provide post-sales break-fix, consulting, and collaboration with stakeholders to resolve technical issues.
• Deliver exceptional customer service relating to infrastructure design, deployment, testing and verification, and optimization.
• Drive interactions with customers for resolution of issues and coordinate with Product and Engineering teams.
• Develop and maintain core competency on Nozomi Networks product line and technologies.
• Create and update knowledge base content where none exists.
• Understand critical account infrastructure and technical environments.
• Provide white-glove treatment for critical accounts.
• Replicate and reproduce customer issues in the lab prior to escalation.

Skills

Unix systems

Virtualization

Scripting

API integrations

Networking knowledge

Information security principles

English proficiency

Education

Bachelor's degree in Computer Engineering or Computer Science

Tools

FreeBSD

PostgreSQL

Job description

Now is an amazing time to join Nozomi Networks as we build the future of OT and IoT cybersecurity.

We defend some of the world’s largest organizations and critical infrastructure in more than 68 countries and we’re just getting started. Our AI-powered cybersecurity platform secures operational technology (OT) and Internet of Things (IoT) infrastructures for enterprises and government entities across energy, manufacturing, transportation, resources, and critical infrastructure.

As we expand our product portfolio and global presence, our Delivery department is hiring a Technical Support Engineer to execute on delivering excellent support to resolve technical issues and bring about improvements in processes with autonomy. This is a fully remote work position. A suitable and dedicated home office environment, including reliable power and internet connectivity, is required.

You could be the next “Nozomier”! If this sounds like you, read on.

In this role you will:

• Provide post-sales break-fix, consulting, and collaboration with all stakeholders to resolve technical issues.
• Perform exceptional customer service relating to infrastructure design, deployment, testing and verification, as well as optimisation as needed.
• Drive interactions with customers for resolution of issues while interacting internally with Product and Engineering Teams as needed.
• Develop and maintain core competency on Nozomi Networks entire product line and technologies.
• Create knowledge base content where none exists while updating existing to correctly position solutions.
• Understanding of critical account infrastructure and technical environments.
• Provide white-glove treatment for critical accounts.
• Replicate and reproduce customer issues in the lab prior to escalating issue internally.

• Embody the Nozomi Networks Cultural Pillars and our mission to protect what matters most with transparency and trust

To be successful in this opportunity, you will have:

• Proven experience working in customer-facing roles as Technical Support Engineer or Systems Engineer.
• Experience in network security in a support, design, consultancy or operations role.
• Strong knowledge of Unix Systems, virtualisation technologies, scripting, and API integrations.
• Knowledge of common networking, security protocols and applications.
• Detailed technical experience in installations, configuration and operation of security appliances in large complex environments.
• Strong knowledge of information security principles.
• Excellent troubleshooting skills.
• Strong communication (written/verbal) and presentation skills.
• Solid working proficiency in both written and spoken English.
• Ability to operate in settings with strong confidentiality and data privacy protocols.
• Comfortable using FreeBSD.
• Knowledge of PostgreSQL.
• Bachelor’s Degree (or equivalent) in Computer Engineering (CE), or Computer Science (CS) or equivalent education/training/experience.

• Experience in the field of IC (Industrial Control Systems) security projects.

• Strong FreeBSD and IDS expertise are highly preferred.
• Experience handling escalated domestic and international customers. Technical Support experience is plus but not mandatory.
• You are expected to be on call on weekends approximately once per quarter.

Who we are and what we stand for:

Nozomi Networks is the leader in OT and IoT Cybersecurity. We protect the world’s critical infrastructure, industrial and government organizations from cyber threats by providing exceptional network visibility, threat detection and operational insight. We’re always innovating and we hire the best at what they do to ensure our customers always have access to fast product enhancements, exceptional engineering support and rapid deployment across continents.If you like a challenge, and value integrity and customer success, we invite you to help Nozomi Networks build the future of OT and IoT cybersecurity.

Diversity, Inclusion and Belonging are part of our core beliefs, at Nozomi Networks. Diversity of thought, background and culture broadens our knowledge of the world and helps us learn, grow, and gain new perspectives. What makes us all different is what makes us powerful.

Our Global Benefits

All of our benefits are customized to the country you are based in, naturally we want to get the best out of our Nozomiers, so we provide the best benefits packages, such as:

• Health & Wellness
• Financial
• Work-Life Balance
• Unparalleled Flexible Time-Off

Need to know information

Successful candidates will be subjected to background verification checks.

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