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iboss · 2 months ago

Technical Support Engineer - 2nd Shift (Wed-Sun)

Orlando, Florida

Full-time

Onsite

Mid Level

3+ years exp

iboss is a cloud security company that enables the modern workforce to connect securely and directly to all applications from wherever they work. The Technical Support Engineer will interface directly with enterprise customers to assist them with technical support issues, utilizing a wide breadth of knowledge in enterprise networks and cybersecurity.

Cloud ComputingCyber SecurityNetwork SecuritySaaSSecuritySoftware

No H1B

Responsibilities

Solve complex technical support inquiries via telephone, live chat, and ticket interactions with a positive and professional demeanor

Document interactions comprehensively for auditing and record-keeping purposes

Spin up lab environments consisting of firewalls, switches, routers, and endpoints to reproduce customer environments for advanced troubleshooting purposes

Work with team leads and management to bubble up recurring issues or opportunities for product or process improvements

Participate in testing pre-release solutions and validating performance against test plans documenting results

Create and submit knowledgebase entries to help improve customer self-service capabilities

Create and maintain internal knowledge systems to assist other internal team members

Stay abreast of product changes, working with lab and test systems to come up to speed quickly with new capabilities, devices, and features

Qualification

Technical support experienceIP networks designNetwork securityWindows Server managementLinux server managementWorkstation deploymentsDNS managementVirtualizationPacket capture analysisDetail orientationCommunication skillsTeam player mentalityDecision-making abilities