Tier 1.5 Engineer (Technical Support Engineer)

PUESTO CONTRATADO

2 to 4 years of experience in customer support in enterprise cloud/network security, or IT admins of security services/devices
Fast learner and self-starter.
Excellent verbal and written communication and interpersonal skills
Ability to troubleshoot HTTP/HTTPS and cybersecurity related technologies
Extensive knowledge of TCP/IP, Internet technologies
Demonstrate strong analytical and problem-solving skills
Duties may require being on call periodically and working outside normal working hours (evenings and weekends)

Lead troubleshooting effort to resolve customer reported issues via phone and/or email or remote session
Provide configuration/policy/design recommendation and assistance in customer deployment
Create knowledge base articles and best practice documentation
Recreate customer reported issues both in Cloud environment and OVA/appliance
Assist engineering and operations teams to investigate and resolve software or cloud platform issues
Perform patch qualification related tasks such as bug fix verification
Analyze Splunk log data, network packet traces, internal logs
Ensure customer’s reported issues are resolved to the client's satisfaction in a timely manner.

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