Offer technical support to customers and partners
Effectively manage support cases from recording to resolution
Conduct fault isolation and root cause analysis for technical issues
Author Technical Support Bulletins and other technical documentation
Review technical content for training, marketing, manuals, and troubleshooting guides
Provide configurations, troubleshooting, and best practices to customers
Collaborate with the Engineering team to influence product operability
Communicate complex technical issues effectively to stakeholders
Travel to customer sites for critical situations, expediting resolutions
Provide support that includes mandatory weekend, holiday shift work and on-call support.

Requirements

5+ years of relevant support experience
Experience with SOAR platforms
Strong analytical troubleshooting skills in Linux
Independent troubleshooting ability in diverse, complex environments
Familiarity with Internet-based technologies including DNS, Security, IP Routing, SSH, FTP, HTTP/HTTPS, Email Routing
Scripting knowledge (JS/Python/PowerShell, SQL/XDL/SPL) to troubleshoot playbooks
Fundamental understanding of container services (Docker, Kubernetes) and Cloud infrastructure (AWS, Google, Azure or OCI)
A bachelor's degree in computer science or related discipline or equivalent military experience required

Benefits

Applicant Tracking System Keywords

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

Hard Skills & Tools

LinuxScripting (JS, Python, PowerShell, SQL, XDL, SPL)DockerKubernetesAWSGoogle CloudAzureOCIFault isolationRoot cause analysis

Soft Skills

Analytical troubleshootingIndependent troubleshootingEffective communicationCollaborationCustomer support management