Description
Our mission is to be the trusted partner in cybersecurity, dedicated to safeguarding the digital world. We envision a future where each day is safer and more secure than the last. Our company thrives on innovation and challenges the status quo, seeking forward-thinkers who are passionate about shaping the future of cybersecurity.
Who We Are
We are committed to protecting the digital world with unwavering dedication. Our success is driven by the unique contributions of each team member. We value creativity, collaboration, and integrity, striving to create an inclusive environment where everyone can thrive. Our work culture emphasizes continuous learning and personal well-being, offering flexible benefits and a supportive environment tailored to your needs.
Your Career
In this role, you will engage directly with our valued customers to address complex post-sales issues. You will analyze various factors to provide effective solutions and communicate technical details to both technical and non-technical stakeholders. Networking with key contacts and understanding diverse technical issues will be a core part of your responsibilities.
As part of our focused services team, you will act as a dedicated customer advocate, offering tailored support, conducting weekly reviews, performing root cause analysis for critical issues, and planning for upgrades and releases. You will gain a deep understanding of customer implementations and business priorities, driving best practices and enhancing security measures.
You will engage in technical discussions with cross-functional teams, fostering transparency and collaboration. Your quick thinking and technical support will help clients maintain secure environments, often under high-pressure situations.
Your Impact
- Provide advanced technical assistance to top-tier customers, ensuring prompt resolution of complex issues and optimizing their security infrastructure.
- Communicate technical solutions effectively to both technical and executive stakeholders, building trust and credibility.
- Offer tailored troubleshooting, configuration guidance, and best practices.
- Manage support cases from initiation to resolution, ensuring thorough documentation and timely updates.
- Handle critical customer support cases involving multi-vendor troubleshooting and build positive customer experiences by working closely with various teams.
- Utilize fault isolation and root cause analysis skills to offer post-sales support, configuration, and troubleshooting.
- Be a subject matter expert on core technologies relevant to our product line.
- Identify and report product defects, collaborating with engineering and Quality Assurance teams to improve software and hardware quality.
- Facilitate the hiring and onboarding process, providing technical training and ensuring new hires are well-prepared.
- Author technical support documents and training materials to aid in problem-solving and knowledge sharing.
- Travel to customer sites if needed to expedite resolution in critical situations.
Qualifications
- Bilingual in Spanish and English with strong communication skills.
- At least 5 years of experience in network security.
- Expertise in TCP/IP, LAN/WAN technologies, routing protocols (e.g., BGP, OSPF, EIGRP), and network architectures.
- Advanced understanding of packet flow across multiple OSI layers.
- Extensive experience with Remote Access VPN solutions, including IPSEC, PKI, and SSL technologies.
- Ability to debug complex and unique networks with mixed media and protocols.
- Knowledge of networking operations, including TCP, UDP, SNMP, IPv6, VLSM, CIDR, and NAT.
- Proficiency with network troubleshooting tools like Wireshark and GNS3.
- Familiarity with authentication protocols such as LDAP, TACACS+, and Radius.
- Skilled in communicating technical concepts to diverse audiences, including executive stakeholders.
- Experience with virtualization (AWS, Azure, VMWare), various operating systems, and scripting (Python or Shell) is a plus.
- Multi-vendor exposure and a BS in computer science, information technology, or a related field are preferred.
The Team
Our technical support team is crucial to our success. We provide ongoing support to clients after they have purchased our products, continuously adapting to new threats and technologies. Your role will involve implementing and transitioning products, fixing integrations and critical issues, and providing top-notch customer support.
Compensation
Compensation will be based on qualifications, experience, and location. For candidates at this level, the expected starting base salary is between \(108,400 to \)175,350 per year, with additional opportunities for stock units and bonuses. A description of our employee benefits is available upon request.
Immigration Sponsorship
This role is eligible for immigration sponsorship.
Our Commitment
We are dedicated to solving problems and challenging the norms of cybersecurity. We believe that diverse teams drive innovation and success. We are committed to providing reasonable accommodations for individuals with disabilities and celebrate diversity in our workplace. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.
Employment Type: Full-Time