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Cloud Security Support Specialist
hace 1 semana
We are a leading cloud security company that processes over 50 billion transactions daily. Our mission is to protect our customers' data with cutting-edge technology.
Job Description
We are seeking a Sr. Product Support Engineer to join our growing Customer Care Organization. In this role, you will provide world-class post-sales technical support to customers and partners, managing escalated issues that require high levels of technical and communicative attention. You will work closely with customers who need longer-term support and more frequent check-ins.
Key Responsibilities:
- Hold daily/weekly get-well calls with customers experiencing escalated issues.
- Engage with customers on critical support issues or situations.
- Provide expert systems design, recommendations, and configurations.
- Perform in-depth diagnostics and troubleshooting using networking tools.
- Assist customers with testing or troubleshooting of networking or cloud service issues.
- Reproduce customer issues to verify problems and document steps for the Support, Engineering, and Operations teams.
- Maintain ticket databases, logging issues and customer interactions.
Required Skills and Qualifications:
- 5+ years of experience in support and networking required.
- Bachelor's Degree in Computer Science, Computer Engineering, or equivalent advanced industry certifications.
- Proven experience escalating technical customer issues.
- Excellent verbal and written communication skills (English).
- Working knowledge of networking and security products and enterprise network infrastructure.
- Zscaler Experience a plus.
- Strong customer-facing communication skills.
- Knowledge of networking concepts and ability to troubleshoot complex networking issues across multiple OSI layers.
- Experience with web technologies including HTTP, SSL.
- Network Security (SSL/TLS, VPNs, Firewall, IDS/IPS).
- Authentication systems such as LDAP, MS AD etc.
- Knowledge of protocols such as HTTP, SMTP, FTP, DNS.
- Experience with operating systems such as Linux, Unix and Free BSD.
- Network troubleshooting experience - Familiarity with tools such as Ping, Traceroute, MTR, and Network Protocol Analyzers such as tcpdump, Wireshark.
- Working knowledge of Apache and IIS Web Server administration.
Benefits:
- Competitive salary and benefits package.
- Equity participation opportunity.
- Collaborative and dynamic work environment.
- Opportunities for professional growth and development.
