Barracuda · 18 hours ago
Technical Support Representative
Alpharetta, GA
Full-time
Onsite
Entry, Mid Level
2+ years expBarracuda is a leading cybersecurity company providing complete protection against complex threats. The Technical Support Representative 2 role focuses on delivering advanced technical support for external customers, resolving moderate to complex technical issues, and mentoring Tier 1 technicians.
Cloud InfrastructureEnterprise SoftwareSecuritySoftware
Responsibilities
Deliver second-tier technical support via phone, email, chat, and remote access tools, ensuring high-quality customer service and case resolution
Troubleshoot and resolve medium to complex issues related to: Networking (LAN/WAN, DNS, VPN, DHCP, routing, NAT) Security products (firewalls, email/web filtering, antivirus) Cloud-based systems (Microsoft 365, Azure, AWS) Endpoint devices (Windows/macOS/Linux clients)
Assist with onboarding, configuration, and optimization of IT infrastructure and security products in customer environments
Use advanced diagnostic tools and logs (tcpdump, Fiddler, browser dev tools, event logs, syslog) to isolate issues
Escalate unresolved or high-severity incidents to senior tiers or engineering team, with detailed documentation and pre-analysis
Monitor call queues and team activities to ensure workflow balance and SLA adherence
Mentor Tier 1 technicians, review their escalated tickets, and provide training or coaching when needed
Maintain accurate and detailed case notes, troubleshooting steps, and known issues in both internal and customer-facing knowledge bases
Identify recurring problems or bugs and contribute to root cause analysis and product feedback loops
Stay current on emerging technologies, vendor updates, and cybersecurity threats
Qualification
Required
Bachelor's OR associate degree in computer science, Information Technology, Cybersecurity, or related field
OR equivalent technical certifications with relevant industry experience
2 - 5 years of hands-on experience in a technical support, network support, or infrastructure support role
Proven success working directly with customers in a high-volume support environment
Advanced understanding of TCP/IP, UDP, DNS, DHCP, and common Layer 7 protocols (HTTP/S, SMTP, POP3, IMAP, FTP)
Experience or familiarity with firewalls, load balancers, and VPNs, etc
Proficiency in Windows Server, Active Directory, Linux, and endpoint management tools
Familiarity with Microsoft 365, Exchange Online, SharePoint, Intune, and Azure AD
Working knowledge of ticketing systems (Jira or Salesforce) and ITSM (IT Service Management) frameworks
Understanding of OWASP Top 10, SSL/TLS, or general cybersecurity principles
Ability to analyze logs and traffic using Wireshark, tcpdump, Fiddler, or browser dev tools
Strong analytical thinking and structured problem-solving approach
Customer-first mindset with excellent communication and sense of urgency
Leadership potential and ability to guide or coach Tier 1 staff
High attention to detail and personal accountability for tasks and case outcomes
Collaborative and adaptable in a fast-paced, evolving tech environment
Continuous learner, driven to stay current with tools, tech, and trends
Team player with a positive attitude and maintain resilience in critical situations
Preferred
CompTIA Network+, Security+, or CySA+
Cisco CCNA or CCNP
Microsoft 365 Certified: Modern Desktop Administrator or Azure Administrator
ITIL Foundation Certification
Experience in environments using cloud, SaaS, and hybrid infrastructure is highly valued
Experience with cloud platforms like AWS or Azure is a plus
Competency with scripting or automation tools (e.g., PowerShell, Bash, Python) is desirable
Company
Barracuda
Barracuda is a leading global cybersecurity company providing complete protection against complex threats for all size business.
1001-5000 employees
H1B Sponsorship
Barracuda has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (5)
2024 (6)
2023 (10)
2022 (13)
2021 (12)
2020 (9)
Funding
Current Stage
Late StageTotal Funding
$61MKey Investors
Menlo VenturesPalomar Ventures
2007-09-17Acquired
2005-10-17Series Unknown· $15M
2003-04-08Series C· $20M
Leadership Team
Hatem Naguib
Chief Executive Officer
Fleming Shi
Chief Technology Officer
Recent News
2024-04-24
2024-04-24
Company data provided by crunchbase