Gargano Leadership Group

Technical Support Engineer

Gargano Leadership Group

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Salary

💰 $140,000 - $160,000 per year

Job Level

Mid-LevelSenior

Tech Stack

CloudCyber SecurityLinuxVMware

About the role

  • Provide support to understand, troubleshoot, diagnose, reproduce, and provide fault isolation in resolving escalated technical issues.
  • Define, manage, and execute problem resolution plans and drives solutions/fixes through engineering and QA.
  • Effectively manages many different tasks simultaneously.
  • Periodically works with partners to perform problem isolation and resolution.
  • Participates in the review of technical documentation for training materials, technical marketing collateral, troubleshooting guides, etc.
  • Ability to use diagnostic aids, tools, and appropriate lab equipment, as necessary.
  • Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty.
  • Partner closely with other cross-functional team members to translate customer needs and product requirements into new solutions for customers.
  • Report to the VP of Customer Success.

Requirements

  • Please include your Linked In profile
  • Please advise your location as this position must be located in the central/east coast time zone
  • Must be a U.S. citizen (due to government contract requirements)
  • 5+ years of experience in a similar customer-facing job function.
  • 5+ years Linux, VMWare ESXi, and Firewall knowledge.
  • Experience working in a B2B SaaS organization, strong familiarity with security concepts, remote access, and cloud.
  • Strong empathy for customers, passion for customer success and ability to drive urgency with customers.
  • Must have strong switch and router expertise.
  • CCNA, JNCIE or higher preferred.
  • 802.1x/NAC, Cybersecurity, Vuln management.
  • Strong communication, interpersonal, and customer service skills.
  • The ability to relate technical information to non-technical customers.
  • Excellent communication, documentation, and presentation skills.
  • Experience with CSM and CRM tools.
  • Diplomacy, tact, and poise under pressure when working through customer issues.