Technical Support Specialist for Enterprise Networks
24 hours ago
At iboss, we're revolutionizing cloud security to empower the modern workforce. As a leading provider of cloud security solutions, our platform processes over 150 billion transactions daily, blocking 4 billion threats per day.
About the JobWe're seeking an experienced Escalation Engineer to join our team. In this role, you'll interface directly with our Enterprise customers via live chat, ticket system, and telephone to provide technical support and resolve issues efficiently.
An ideal candidate will possess a wide breadth of knowledge and experience in enterprise networks, systems, and cybersecurity. The outstanding candidate will have previously held a senior engineering position in a previous role and understand the challenges administrators face when securing users and devices in today's borderless network landscape.
If you're driven to provide exceptional customer satisfaction, have a passion for problem-solving, and are comfortable working in a fast-paced environment, we want to hear from you.
Responsibilities- Solve complex technical support inquiries via phone, live chat, and ticket interactions with professionalism and positivity
- Document interactions comprehensively for auditing and record-keeping purposes
- Spin up lab environments to reproduce customer environments for advanced troubleshooting purposes
- Work with team leads to identify recurring issues and opportunities for product or process improvements
- Participate in testing pre-release solutions and validate performance against test plans
As an Escalation Engineer at iboss, you'll have the opportunity to work with large and complex networks, providing a service that protects organizations and users from threats.
RequirementsTo be successful in this role, you'll need:
- Bachelor's degree in a technical field (Computer Science, Computer Engineering)
- Previous technical support experience
- Strong communication skills, both verbal and written
- 3-5 years of experience designing and supporting multilayer IP networks, routing and switching
- 3-5 years of experience with network security, firewalls, intrusion prevention, risk assessment, pen testing, content filtering, PKI, SSL/TLS
- Experience managing Windows Server or Red Hat Linux server environments
- Proficiency with Linux
We offer a competitive salary of $120,000 - $150,000 per year, depending on experience, as well as a fun and supportive work environment, company outings, and a highly optimistic culture.
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