Technical Support Engineer

About the role

The Technical Support Team is responsible for managing prompt resolution to global customer and partner service requests in a highly secured environment. The primary function of this position is to ensure that each customer interaction is a friendly and professional experience, which addresses the needs of the customer in all stages of the customer service life cycle within Qualys. Customer relationship building and teamwork are key success criteria for this role.

The Technical Support Engineer (TSE) works closely with Customer Service, Engineering, Finance, Sales, Alliances, and Operations to ensure high levels of customer satisfaction with all transactions. The TSE will provide support via phone, email, and WebEx focused on the Qualys portfolio of products and their integration with customer environments.

Responsibilities

• Provide technical support for Qualys products via phone, email, and WebEx.
• Ensure high levels of customer satisfaction through professional and friendly interactions.
• Collaborate with cross-functional teams to resolve customer issues.
• Troubleshoot and diagnose technical challenges related to networking, security, and enterprise environments.

Requirements

• Bachelor of Science in Computer Science or equivalent experience.
• 3+ years of experience in a technical support role.
• Unix/Linux experience in an enterprise environment.
• In-depth TCP/IP understanding.
• Knowledge of LAN/WAN infrastructures.
• Experience with common OS services (IIS, BIND, Apache, AD, WINS, Samba, SSH).
• Strong knowledge of current firewall, Intrusion Detection System technologies, and Network Vulnerability Scanners.
• Windows Active Directory authentication and security.
• Knowledge of Samba/Active Directory integration, CIFS, DNS, ACL, server/client configuration.
• Splunk usage including log queries and report/dashboard generation.
• Experienced with packet capture review and diagnosis.
• Oracle and Microsoft SQL knowledge.
• Outstanding troubleshooting and analytical skills.
• Excellent written and verbal communication skills.

Qualifications

• Strong hands-on networking knowledge and ability to adapt quickly to technical challenges.
• Solid Windows foundation and/or Linux/Unix experience in an enterprise environment.
• Passion for security; CISSP/CEH or equivalent certifications preferred.
• Deep understanding of network services and protocol/configuration-level knowledge of applications such as Apache/IIS.
• Windows AD security administration experience.
• Bilingual candidates (Spanish, Portuguese) highly desirable.

Skills

• Systems Management experience (KACE, GPO deployments).
• 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/applications (Linux, Windows 2003/2008, Windows NT, Novell, Lotus Notes, Mac OS).
• Certifications such as CCNA, MCSE, CISSP, CompTIA Security+, and CEH are highly desirable.
• Experience with Customer Support and Development Tools (Salesforce, JIRA, etc.).