Linx Security

Technical Customer Support Engineer

Linx Security

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Job Level

JuniorMid-Level

Tech Stack

LinuxTCP/IP

About the role

  • Provide assistance and support to Enterprise customers with the Elite Support Service Offering by diagnosing issues, identifying root causes, and delivering effective solutions based on issue priority
  • Mentor and advise support engineers in diagnosing complex customer issues, improving troubleshooting efficiency and workflow
  • Coordinate and manage communications during internal incidents and service degradation events, ensuring internal and external stakeholders receive consistent updates
  • Drive critical customer support escalations for complex technical product issues in collaboration with case owners
  • Interface with customers via telephone and/or electronic communications regarding system configurations, 3rd-party integrations, product functionality, software defects, and enhancements
  • Contribute to the Linx Security knowledge base by creating, reviewing, editing, and publishing articles and internal/external training materials
  • Facilitate new product introductions by collaborating with CSEs, R&D, and Product Management to ensure design functionality is documented and support teams are trained
  • Respond to assistance requests from support engineers, sales engineers, customer success managers, and other internal partners via email, Slack, Jira, Zoom, and other communication channels

Requirements

  • 2+ years at a Tier-1 technical support level supporting security/vulnerability solutions
  • 2+ years of Linux/Windows server administration and troubleshooting experience
  • 2+ years of log file, debug report, and diagnostic file analysis experience
  • Basic operations in Windows, Linux, and Mac operating systems
  • Core concepts of security and vulnerability management
  • Networking (TCP/IP)
  • Precepts of software support

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Linux server administrationWindows server administrationtroubleshootinglog file analysisdebug report analysisdiagnostic file analysisnetworkingsecurity managementvulnerability managementsoftware support
Soft skills
mentoringcommunicationcollaborationproblem-solvingcustomer supportworkflow improvementincident managementtrainingdocumentationstakeholder management