Listing Description
The Role:
You will be responsible for logging and updating cases, informing customers of the status and providing solutions as they become known, in a professional timely fashion, over the lifetime of the support request. A Technical Support Engineer should understand customer systems and configuration, analyze problems, identify defects and recommend solutions. You will work closely with customers, other support representatives, engineers, salespeople, and others as needed to gain knowledge and provide solutions. Setting customer expectations appropriately and accurately is also required.
Requirements:
What You Can Bring With You
Must have several years similar work experience in technical support
Demonstrated proficiency with security as it relates to several of the following:
Microsoft Windows, including the ability to troubleshoot services, applications, and drivers.
Linux, Unix.
Network technologies (firewalls, routers, switches).
Able to debug problems and deliver solutions with a high level of customer satisfaction.
Network protocols (TCP/IP, DNS, LDAP etc.)
Experience in supporting and troubleshooting end-point solutions
Experience with Intrusion Detection, security tools and technologies, Firewall, VPN, IDS and related network security design and implementation; Strong endpoint security experience, including network design, implementation, and management;
Familiar with SSL communication
Packet trace analysis
C, Java, Ruby and Rails, Python, Bash.
Desired security network and systems related professional certifications are a plus.
High skill with most operating system commands/utilities.
Fundamental understanding of an operating system; for example, understands job control, soft and hard links or shortcuts, distinctions between the kernel and the user environment.
Excellent communications skills.
Ability to work through complex problems and isolate core issues, combined with superb troubleshooting logic.
Enjoys problem-solving and displays an eagerness to learn new technologies/skills.
Excellent time management skills.
Extreme attention to detail.
Fluent in Japanese and Business Level in English.
Additional requirements:
Excellent case and time management.
On time for the shift.
Prioritize the cases.
Excellent escalation management to engineering.
Escalate to engineering according to support guide.
Escalate the case to engineering for the difficulties.
Self-study orientation in SFDC, Jive, Jira, Google research.
Self-motivated to the next level, like performing lab testing for cases if. necessary, especially malware analysis and function test.
Build Global Knowledge Base.
Document the procedure.
Organize ad hoc team events.
All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.What We Will Do For You
On the job training and continuous coaching to grow your technical and soft skills.
Work with a fantastic and most brilliant team.
Build up your individual development plan and we will provide the opportunities to grow you up.
The environment and a stepping-stone to the security industry.
What You Can Do For US
The Staff Technical Support Engineer will demonstrate an aptitude for learning new technologies, evidenced by the ability to expand upon core knowledge. The should be highly analytical with the ability to derive facts quickly, methodically, and accurately.
This is a customer facing role whereas a Staff Technical Support Engineer you will work to solve product and network problems of low to high complexity and act as a focal point for Customer network problem resolution.
As the Staff Technical Support Engineer, you must be able to effectively configure and utilize complex lab setups to duplicate and solve Customer reported problems.
Listing Details
- Citizenship: No Requirements
- Incentives: Not Provided
- Education: Bachelors Degree
- Travel: No Travel
- Telework: Optional Telecommute