Support Engineer I - Seattle, WA

About the role

We are looking for a Global Support Engineer I who can support a remote-first, flexible shift schedule. This is a growth role—you will advance your career as a support engineering professional while simultaneously increasing your knowledge and hands-on experience with networking infrastructure as a service. You will regularly support interesting and challenging technical matters and questions and bring clarity to our customers as they leverage our tools to secure their networks in an ever-changing security threat landscape.

Responsibilities

• Provide hardware and firmware deployment support for our appliances.
• Actively participate in Knowledge Centered Services (KCS) by learning from documented knowledge and contributing to discussions.
• Engage in troubleshooting activities, following guidance and existing documentation.
• Assist with the initial stages of ticket handling and escalate when necessary.
• Work collaboratively with more experienced engineers and cross functional teams to gain deeper insights into complex issues.
• Assist customers with configuration of network infrastructure, virtualization, and third-party integrations.
• Assist customers with hardware support and replacement.
• Utilize a ticketing system to update, communicate, and move work items to completion.
• Act as the single point of contact for customer questions and concerns.
• Communicate with customers in a highly professional manner via various channels including phone, ticketing system, and video conferencing.
• Pair your existing knowledge with a continuous learning mindset to elevate your service to our customers while being a force-multiplier to your colleagues.
• Attend regular “in-office” meetings (limited to no more than monthly) and annual in-office training sessions.

Requirements

• Two years of experience in B2B Technical Support — this is not an entry-level position.
• In-depth knowledge of the OSI model.
• Understanding of network infrastructure routing and switching concepts.
• In-depth knowledge of data traversal within an internal environment and its interaction with external networks.
• Specific networking knowledge related to protocols, DHCP, TCP, DNS resolution, TLS and TLS connection establishment, HTTP, SSO, network topologies, etc.
• Ability to translate technical concepts into applicable troubleshooting best practices.
• Ability to troubleshoot complex architectural incidents based on the application or incident.
• Excellent customer service, organizational, and documentation skills.
• Ability to work cooperatively with others within the organization and other cross-functional stakeholders.
• Ability to work well in fast-paced, high-stress environments.
• Predictable, reliable attendance.

Skills

• Experience with Unix/Linux-based operating systems.
• An understanding of cybersecurity concepts, terminology and tools.
• Javascript familiarity and comfort.
• Certifications in networking or infrastructure (like CompTIA Network+).
• Certifications in Cyber Security (like CompTIA Security+).

Schedule

Schedule: 9am - 6pm PST.

Pay

The hourly rate for this role is $28 - $32/hour + bonus + benefits.

Benefits

• Health, Dental, and Vision Benefits
• Flexible PTO, Sick Time Prorated Based on Date of Hire, and All Federal Holidays (US Only) + 3 Days of Paid Volunteer Time
• Non-Commissioned Positions may be eligible to participate in the Annual Discretionary Bonus Plan
• FSA and Dependent Care Accounts + EAP, where applicable
• Educational Reimbursement
• 401k with Employer Match or Pension where applicable
• Pet Insurance (US Only)
• Parental Leave (US Only)
• Hybrid and Remote Work Model