Technical Support Engineer

About the role

The Technical Support Team manages 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.

Responsibilities

• Ensure friendly and professional interactions during customer service interactions.
• Build and maintain strong relationships with customers and partners.
• Work directly with Development and QA teams to facilitate resolution of technical issues.
• Provide support via phone, email, and WebEx focused on the Qualys Cloud Agent.

Requirements

• At least 1-2 years of experience in a technical support role.
• Strong hands-on networking knowledge, including Windows foundation and/or solid Linux/Unix experience in an enterprise environment.
• A deep understanding of network services and their protocols/configurations.
• In-depth TCP/IP understanding, LAN/WAN infrastructures, common OS services, and current firewall, Intrusion Detection System technologies, and Network Vulnerability Scanners.
• 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 log queries and report/dashboard generation.

Qualifications

• Bachelor of Science, preferably with a major in Computer Science or equivalent experience.
• Fluent in both English and Spanish (written and verbal).
• Knowledge of Cloud Platforms (AWS, Azure, GCP) user management.
• Experience 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.).