Technical Support Engineer

Found in: Talent US C2 - 1 week ago

Raleigh, United States Qualys Full time

Description


The Technical Support Team is responsible for managing prompt resolution of global customer and partner service requests in a highly secured environment. The Technical Support Engineer (TSE) works closely with Development, QA, Operations, Customer Service, Finance, Sales, and Alliances to ensure high levels of customer satisfaction with all transactions. The primary function of this position is to ensure that each customer interaction is a friendly and professional experience, that addresses the needs of the customer in all stages of the customer service life cycle within Qualys. Customer relationship building and teamwork are key success criteria for this role. The TSE will provide support via phone, email, and WebEx focused on the Qualys Cloud Agent used in conjunction with the Qualys Cloudview, Connectors, and Container Security. 

 We are looking for passionate, self-motivated technical individuals that have the desire and capability to think outside the box to solve complex problems. The Technical Support Engineer acts as the main point of contact regarding technical issues and will work directly with Development and QA teams to facilitate resolution. This role will suit an individual who excels in a challenging and dynamic environment, enjoys providing world-class support, and is technically motivated.

Responsibilities

Build in-depth knowledge of the specific concentrations of the Qualys product suite. Resolve customer issues; help them understand their vulnerability scan results, compliance with industry standards, and how Qualys can help them close the Cyber Exposure gap. Engage customers via support delivery channels, including email, phone, live chat, and screen-sharing sessions. Help maintain the Qualys knowledge management, writing articles based on your first-hand experience and helping customers mitigate the vulnerabilities that can impact all of our day-to-day lives. Work closely and build relationships with the rest of the Qualys team, including Sales, Customer Success, and Operations.

Required

Bachelor’s degree in Computer Science, Business Information Systems or a similar field or equivalent work experience required or equivalent certifications (CompTIA A+, N+, S+) 2+ years of experience in a Technical support role.  Excellent verbal and written communication skills Robust problem-solving skills, the ability to learn from doing, personal accountability, and a positive and professional attitude Experience and knowledge in the following areas: Network administration, Firewall Configuration, and strong knowledge of TCP/IP, SSL/TLS, DNS, DHCP, SSHLinux/Unix administration and system configuration in an enterprise environmentWindows and/or Mac OS administration and system configurationEither professionally or in an academic setting, using Qualys and/or other vulnerability management or cybersecurity tools LAN/WAN infrastructures. Common OS services(IIS, BIND, Apache, AD, WINS, Samba, SSH). Strong knowledge of current firewalls, Intrusion Detection System technologies, and Network Vulnerability Scanners. Windows Active Directory authentication and security. Knowledge of Samba/Active Directory integration CIFS, DNS, ACL, server/client configuration. Wireshark ToolsLog analysis using Splunk or another SIEM product

Preferred

Database technologies and SQL knowledge (Oracle, MySQL, MSSQL, etc.) Virtualization technology (VMWare, Hyper-V, Amazon AWS, Microsoft Azure, Docker, etc.) Basic scripting in Bash, Python, Powershell, etc. Experience in Industry Security Standards (DISA, HIPAA, CIS, ISO 27001, etc.)  Cloud Platform user management around AWS, Azure, and GCPAWS user management Experienced with packet capture review and diagnosis. Previous API support and Regex knowledge. Scripting experience (Bash, Python) Knowledge of major web server software (IIS, Apache, WebSphere, Tomcat, WebLogic), UNIX/Windows web services, and diverse platforms and applications (Linux, Windows 2003/2008, Windows NT, Novell, Lotus Notes, Mac OS). Oracle and Microsoft SQL knowledge highly desirable. CCNA, MCSE, CISSP, CompTIA Security , and CEH highly desirable. Bilingual candidates highly desirable (Spanish, French, German, Chinese, Portuguese) Experience with Customer Support and Development Tools (Salesforce, Jira, etc.) Container Security Kubernetes or Docker knowledge

Qualys is an Equal Opportunity Employer, please see our .

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