Federal Technical Support Specialist

3 weeks ago


San Antonio, Texas, United States OKIN Process, Inc. Full time
About the Role

We are seeking an experienced Federal Technical Support Specialist to join our team at OKIN Process, Inc. This is a fantastic opportunity to work with a fun, fast-paced environment focused on making operations function better for our clients.

Job Description

The ideal candidate will have at least 5 years of successful technical support experience and excellent verbal and written communication skills. They will be responsible for troubleshooting and resolving complex network issues, collaborating with internal teams, and providing exceptional customer service to our federal clients.

Key Responsibilities:

  • Provide enterprise-level technical support for our Software Defined Perimeter (SDP) solution.
  • Troubleshoot and resolve complex network issues, including DNS, routing protocols, and VPN technologies.
  • Collaborate with internal teams, including development and deployment teams, to analyze log files and identify potential root causes.
  • Develop professional written and oral presentations as well as documentation to build up our public customer knowledge base.
  • Test and reproduce customer issues in internal and cloud-based lab environments using network simulation and validation tools.
  • Work with support's case management systems to ensure Appgate delivers top support services.
Requirements

To be successful in this role, you will need:

  • A minimum of 5 years of experience in configuring, supporting, and managing broad and complex networks.
  • Excellent verbal and written communication skills, with the ability to bridge technical and business stakeholders.
  • Strong problem-solving skills and the ability to work independently and as part of a cross-functional team.
  • Familiarity with Windows, MAC OS, and Linux operating systems.
  • Knowledge of packet sniffing tools, such as Wireshark, and experience with virtualization platforms like AWS, Azure, and GCP.
  • A bachelor's degree in Computer Science, Information Technology, or a related field.
Salary and Benefits

This is a full-time position offering a competitive salary of $120,000 per year, plus benefits including health insurance, 401(k) matching, paid time off, and flexible spending accounts.



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