Job Description
The Role:
As an Associate Technical Support Engineer will be responsible for offering technical support to customers regarding the more involved system configuration and implementation problem scenarios.
Responsibilities:
Be responsible for documenting cases to reflect the actions taken, informing customers of problem status and providing solution(s) or workarounds as developed in a professional timely fashion, over the lifetime of the support request.
Use skills to troubleshoot and accurately document customer issues. Understand customer systems and configuration, identify problems and recommend solutions.
Providing regular communication to the customer in a timely and professional manner.
Contribute to Support Documentation and Knowledge base articles.
Participate in on-going training with Trellix products and related technologies.
Work closely with customers and engineers, as well as the Account teams. Setting customer expectations appropriately and accurately is also a requirement.
Work closely with engineering to suggest product changes to accommodate customer needs.
Qualifications
The ideal Associate Technical Support Engineer will demonstrate a proven aptitude for learning new technologies, evidenced by the ability to expand upon core knowledge. S/he will be highly analytical with the ability to derive facts quickly, methodically, and accurately. This is a customer facing role whereas an Associate Technical Support Engineer you will work to solve product and network problems of extremely high complexity. As the Associate Technical Support Engineer, you must be able to configure highly complex lab setups to duplicate and solve customer related problems.
Demonstrated proficiency with security as it relates to several of the following:
1-2 years customer service experience, graduates are welcome.
Linux, Unix System administration, TCP/IP, DNS, and troubleshooting experience.
Proficient in Microsoft and Linux Operating Systems with Administration experience a plus.
Understanding of networking technologies, internetworking devices and protocols. • Basic understanding of Intrusion Detection, Security tools and technologies. Security.
Network and systems related professional certifications are a plus.
Desired security network and systems related professional certifications are a plus.
Ability to document calls and write FAQ and short instructional technical documents essential.
Additional Qualifications
Ability to communicate effectively both verbally and in writing with customers as well as with internal engineers.
Excellent time management skills
Extreme attention to detail
Enjoys problem-solving and displays an eagerness to learn new technologies/skills
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