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Technical Support Engineer, Tier 1

3 months ago

Austin, United States Invicti Security Full time

We are currently looking for a Technical Support Engineer who will provide enterprise level, high-quality technical support to our customers You will deliver effective technical customer support to our rapidly growing customer base, delivering solutions to both technical and non-technical end users worldwide via different channels as required What will you be doing? Providing high-quality technical support to Invicti’s enterprise customers. Delivering technical solutions to both technical and non-technical end-users via phone, our support system, and other channels as needed. Resolving and taking full ownership of reported customer issues by means of research, diagnosis, troubleshooting, and identifying solutions. Remotely connecting to customers’ installations to troubleshoot technical difficulties. Evaluating deeper insights into the challenges faced by customers by reviewing product log files. Escalating unresolved support tickets to tier 2 support. Providing prompt and accurate feedback to customers. Ensuring proper documentation and resolution of all technical inquiries. Collaborating with the Invicti sales team, resellers, and distributors with technical queries. Proposing new technical content to be shared within Invicti’s social media articles, blog postings, and other means of communication to our customer base. What will you bring to the table? Proven working experience in enterprise technical support, IT support or as a technical engineer Knowledge of Windows, and general desktop support issues Detailed Knowledge of HTTP protocol TCP/IP and other networking concepts Familiarity with some network tools like Fiddler, Wireshark Experience with basic web development, HTML, and SQL Familiarity with basic security topics such as XSS and SQL Injection Good Understanding of Windows, Linux and Docker operating systems Proficiency in Powershell/Bash/Python scripting would be considered an asset This role involves working on a monthly shift rotation basis Why Invicti: Your Health & Wellness Matters: Health Insurance: Taking care of our team goes beyond the office. We cover 100% of employee health care, vision and dental premium costs. For dependents, we contribute 75% of the health care and 50% vision/dental premium cost, so you can be sure that you and your family are in the best possible health. Coverage is effective your first day. Employee Assistance Program: Emotional Support Counseling services - 24/7 Life Coaching, Dependent Care, Elder Care, Financial & Legal Support, Wellness Coaching, New Parent Support and more Parental Leave16 week paid leave for birthing parent recovery. 4 week paid leave for non-birthing/bonding parent 401(k) Savings Plan: 50% up to 6% company match with 100% annual cliff vesting We Value Adult/Life Balance: Hybrid or Remote Working: If you are local to one of our office locations, you can work a hybrid/home schedule - we got you covered Discretionary Time Off: Enjoy a flexible vacation schedule where you do not have to wait to use time off until it is accrued Quarterly Thrive-Wellness Days: One extra vacation day per quarter where the entire company takes a break from normal, daily activities to refresh and rejuvenate Volunteerism Time Off : 5 days of paid time off each year to participate in the volunteer activities of your choice Paid Birthday Off: Take your birthday off to celebrate you We Value You: Employee Recognition: Ongoing recognition & rewards. A Culture that emphasizes personal and professional growth "At Invicti, we embrace diversity and individuality in all forms. Discrimination has no place here - regardless of race, religion, gender, age, ability, sexual orientation, or any other aspect that makes you unique. We're all about creating a space where everyone feels valued and included. So come as you are and join us in shaping the future of our industry."

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