Technical Support Engineer


Published on 09/22/2022Trellix - Plano, TX

Description

Job Title:

Technical Support Engineer

Role Overview:

Provides technical support to key customer accounts to diagnose, troubleshoot repair, and debug complex computer systems, software, and networking devices. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software.

Company Overview:

At Skyhigh Security, we’re focused on innovation. We secure the world’s data, and this means making the world a safer place. With plenty of learning and growth opportunities, exciting challenges and talented teams, you’ll have everything you need to see your future in a whole new way. Come make a difference with us. For more information, visit www.skyhighsecurity.com

About the role:

Provides technical support to key customer accounts to diagnose, troubleshoot repair, and debug complex computer systems, software, and networking devices. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. In a collaborative environment, take ownership and ensure solutions for design, reliability, maintenance problems, and defects and issues with design/software engineering. Basically, this role is for someone who loves to tinker with complex technology and then use these findings to solve difficult networking problems- live and in front to of the customer in a time sensitive environment.

Technical Skills:

  • Demonstrative knowledge of TCP/IP Networking and Web-related protocols (especially HTTP, HTTPS, and TLS)

  • Must possess strong technical troubleshooting and network packet capture analysis skills using Wireshark

  • Ability to quickly understand complex network topologies and ask probing questions to understand customers’ network deployments

  • General understanding of network infrastructure to include DMZ, Routers, Networks, Switches, and Firewalls

  • Strong personal computing skills in Windows Operating Systems

  • Strong technical background in Linux Operating Systems, especially RedHat/CentOS-based

  • Familiarity with authentication protocols such as NTLM, LDAP(S), Kerberos

  • Firewall concepts: Ports, NAT translation, and knowledge a plus

  • Experience with X.509 / TLS Certificates and Certificate Authorities

  • DNS and name resolution skills required

  • Knowledge of the use and configuration of virtual environments (such as VMWare)

  • Ability to multitask and prioritize job requirements in a dynamic environment. Familiarity with Skyhigh security Enterprise product lines is a plus, especially:

  • ePO

  • MWG

  • UCE-Web

  • MCP

  • Familiarity with SQL (MSSQL/MySQL)

  • Knowledge of IPSec configuration and troubleshooting is a plus

  • Progress towards, or completion of, certifications with Microsoft or Linux is a plus

Customer Support/resolution skills :

  • Ability to quickly identify what issue(s) a customer is having and what steps are needed to drive to a solution that is highly technical or sophisticated in nature

  • Must be able to effectively communicate technical concepts and issues in a clear manner. including a variety of audiences and stakeholders, including enterprise network architects as well as C-Suite Executives

  • Motivated to self educate on technical gaps and protocols

  • Associates or Bachelor’s Degree, especially in computer science or a related field, is desired

  • Strong personal interaction and telephone interaction skills at the business professional services level

  • Professional organization certifications in computing fields are highly desirable

  • Equivalent technical work experience, validated through references, is considered as relevant as certifications

  • Excellent writing and verbal communication skills

Company Benefits and Perks:

We work hard to embrace diversity and inclusion and encourage everyone to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.

  • Pension and Retirement Plans

  • Medical, Dental and Vision Coverage

  • Paid Time Off

  • Paid Parental Leave

  • Support for Community Involvement

We're serious about our commitment to diversity which is why we prohibit discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.

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