Technical Customer Support Engineer

Technical Customer Support Engineer

• Product Management
• U.S. Remote
• Full-time

Description

The Technical Support Engineer provides consistent, world-class security, network, and product support for Linx Security products.

Key Responsibilities:

• Provide assistance and support to Enterprise customers with the Elite Support Service Offering by diagnosing issues, identifying root causes, and delivering effective solutions based on issue priority
• Mentor and advise support engineers in diagnosing complex customer issues, improving troubleshooting efficiency and workflow
• Coordinate and manage communications during internal incidents and service degradation events, ensuring internal and external stakeholders receive consistent updates
• Drive critical customer support escalations for complex technical product issues in collaboration with case owners
• Interface with customers via telephone and/or electronic communications regarding system configurations, 3rd-party integrations, product functionality, software defects, and enhancements
• Contribute to the Linx Security knowledge base by creating, reviewing, editing, and publishing articles and internal/external training materials
• Facilitate new product introductions by collaborating with CSEs, R&D, and Product Management to ensure design functionality is documented and support teams are trained

Respond to assistance requests from support engineers, sales engineers, customer success managers, and other internal partners via email, Slack, Jira, Zoom, and other communication channels

Requirements

Qualifications

A successful TSE at Linx must have an understanding of:

• Basic operations in Windows, Linux, and Mac operating systems
• Core concepts of security and vulnerability management
• Networking (TCP/IP)
• Precepts of software support

You should be a passionate problem solver with strong communication skills and the technical confidence to collaborate effectively with R&D and Product Management teams to resolve complex product issues.

Experience:

• 2+ years at a Tier-1 technical support level supporting security/vulnerability solutions
• 2+ years of Linux/Windows server administration and troubleshooting experience
• 2+ years of log file, debug report, and diagnostic file analysis experience

Preferred Skills:

• Ability to write bash, PowerShell, or similar scripts to automate tasks and troubleshooting
• Deep understanding of firewalls and packet-level inspection/troubleshooting
• Working knowledge of Regex
• Working knowledge of SIEM solutions, SQL, and Certificate Authority (CA) infrastructure