Support Engineer 1

Position SummaryWe are looking for a Global Support Engineer I who can support a remote-first, flexible shift schedule. This is a growth role—you will advance your career as a support engineering professional while simultaneously increasing your knowledge and hands-on experience with networking infrastructure as a service. You will regularly support  interesting and challenging technical matters and questions and bring clarity to our customers as they leverage our tools to secure their networks in an ever-changing security threat landscape.

Key ResponsibilitiesAs a member of the Global Support Engineering team, you will work with customers to resolve technical issues with our product(s) using a variety of internal resources and provide data analysis to understand and troubleshoot systems. Your day-to-day responsibilities could include any of the following:

• Provide hardware and firmware deployment support for our appliances.
• Actively participate in Knowledge Centered Services (KCS) by learning from documented knowledge and contributing to discussions.
• Engage in troubleshooting activities, following guidance and existing documentation.
• Assist with the initial stages of ticket handling and escalate when necessary.
• Work collaboratively with more experienced engineers and cross functional teams to gain deeper insights into complex issues.
• Assist customers with configuration of network infrastructure, virtualization, and third-party integrations.
• Assist customers with hardware support and replacement.
• Utilize a ticketing system to update, communicate, and move work items to completion.
• Act as the single point of contact for customer questions and concerns.
• Communicate with customers in a highly professional manner via various channels including phone, ticketing system, and video conferencing.
• Pair your existing knowledge with a continuous learning mindset to elevate your service to our customers while being a force-multiplier to your colleagues.
• Attend regular “in-office” meetings (limited to no more than monthly) and annual in-office training sessions

Required Qualifications

• Two years of experience in B2B Technical Support — this is not an entry-level position.
• In-depth knowledge of the OSI model.
• Understanding of network infrastructure routing and switching concepts.
• In-depth knowledge of data traversal within an internal environment and its interaction with external networks.
• Specific networking knowledge related to protocols, DHCP, TCP, DNS resolution, TLS and TLS connection establishment, HTTP, SSO, network topologies, etc.
• Ability to translate technical concepts into applicable troubleshooting best practices.
• Ability to troubleshoot complex architectural incidents based on the application or incident. 
• Excellent customer service, organizational, and documentation skills.
• Ability to work cooperatively with others within the organization and other cross-functional stakeholders.
• Ability to work well in fast-paced, high-stress environments.
• Predictable, reliable attendance.

Preferred Qualifications

• Experience with Unix/Linux-based operating systems.
• An understanding of cybersecurity concepts, terminology and tools
• Javascript familiarity and comfort.
• Certifications in networking or infrastructure (like CompTIA Network+).
• Certifications in Cyber Security (like CompTia Security+)

Schedule: 9am - 6pm PST.

Compensation & Benefits: The hourly range for this role is $28.00 - $32.00, equivalent to approximately $58,240.00 to $66,560.00 annually, based on a 40 hour work week, plus eligibility for an annual performance-based discretionary bonus and stock option grants. We offer a comprehensive benefits package including medical, dental, and vision coverage (effective Day 1), a 401(k) with employer match, flexible PTO, parental leave, and more.