As a Senior Technical Support Engineer, you will be responsible for interacting with our valued customers to make sure they receive the attention they deserve. You will be providing assistance with questions about configuring the software, reproducing and troubleshooting bugs, and investigating software problems.
As required you would be also interacting with the developers when escalation is needed while ensuring that the customer is kept up-to-date on the status of his/her inquiry. Occasionally you would be enhancing our documentation based on customer feedback. You should be able to communicate fluently in English to provide help over email, chat, support ticketing system, or over the phone.
Requirements:
Experience with log management tools and SIEM products (QRadar, ArcSight, Splunk, Snare, syslogd, Logstash, Kafka, Scribe, ELK, Graylog, etc),
Working knowledge of SSL/TLS, X509 certificates, and PKI.
Good knowledge of protocols, including networking (e.g. TCP, UDP) and application layer (e.g. DNS, DHCP) protocols.
Excellent debugging and troubleshooting skills with relevant tooling knowledge.
Passionate to work with Linux systems while also feeling at home on Windows.
Customer-oriented and able to communicate fluently in English.
US location or willing to work in the US time zone
Nice to have:
Knowledge of scripting languages: shell, perl, python, powershell.
Experience with MacOS, BSD, Solaris, AIX systems.
Experience in information security and optionally having a CISA, CISSP, or similar certification.
BS degree in Information Technology, Computer Science, or relevant field.
Most importantly you should be a quick learner and eager to jump on and understand new technologies.