Portnox · 4 days ago

Technical Support Engineer

United States

Full-time

Remote

Entry, Mid Level

2+ years exp

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Responsibilities

Manage Customer Escalations: Handle escalated customer issues with urgency, ensuring timely resolution and excellent service.

Develop Product Expertise: Build and maintain in-depth technical knowledge of Portnox solutions to support troubleshooting and issue resolution.

Troubleshoot & Diagnose: Research, analyze, and resolve technical issues efficiently.

Track Issues: Document and manage customer issues from start to resolution, adhering to SLAs.

Report Defects: Identify, document, and report technical defects and challenges.

Customer Communication: Provide clear and timely updates throughout the resolution process.

Maintain Documentation: Create knowledge base articles and technical documentation to improve self-service resources.

Product Collaboration: Represent the customer’s voice in product discussions to shape new features and enhancements.

Escalate Complex Issues: Summarize and effectively escalate intricate product challenges to the Development team.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer-Facing ExperienceTroubleshooting AbilitiesNetwork ProtocolsNetwork DevicesNetwork SecurityAuthentication MethodsResearch AbilitiesConfiguration InterfacesMonitoring & TroubleshootingAuthentication RepositoriesIdentity FederationSSOMDM SolutionsTechnical WritingKnowledge-Centered ServiceRelated CertificationsProject Management

Required

Demonstrated experience in direct customer interaction roles, showcasing excellent written and verbal communication and strong interpersonal skills.

Able to collaborate effectively in a team environment while working independently with minimal supervision.

Possesses advanced analytical skills to diagnose complex issues and provide effective solutions.

Skilled in researching and troubleshooting technical challenges to resolve customer issues efficiently.

Experience creating knowledge base (KB) articles and technical documentation to contribute to internal and external knowledge sharing.

Strong Networking and Identity Management experience in the following concepts: Network Protocols: DNS, DHCP, 802.1x Authentication and TCP/IP, Network Devices: Routers, Switches, Access Points (APs), Firewalls, Network Security: Certificate Authentication, Firewall Configuration and VPN, Configuration Interfaces: CLI and GUI, Monitoring & Troubleshooting: Traffic analysis with Wireshark (or other), Authentication Methods: MFA and Certificate-based Authentication (802.1x), Authentication Repositories: LDAP, AD, Azure AD, Identity Federation and SSO (Single Sign-On): SSO and Federated Identity, MDM Solutions: Intune, JAMF or SCCM.

Ability to manage time effectively and prioritize multiple issues.

Comfortable working in a dynamic environment with changing customer needs.

Willingness to learn and stay updated with emerging networking and security technologies.