About this role

Handling customer technical support cases through telephone, webchat and email submission
Evaluating networking system and security systems through assessing compatibility of hardware with existing programs
Troubleshooting networks, switches, routers, and network performance issues
Maintain client confidence by keeping their information confidential
Update CRM tickets and manage escalations to the engineering team
Account maintenance of Deep Sentinel Customers including scheduled health checks and developing relationships with key clients
Serve as a liaison and act as an advocate for the customer between the customer and Deep Sentinel

3+ years of tech support experience
Experience with remote troubleshooting
Experience with HubSpot or similar CRM
Help desk/Technical: 3 years
1 year experience with Power Over Ethernet (POE)
Preferred: 3+ years of experience with advanced networking concepts: IPv4, IPv6, WiFi 2.4ghz and 5GHz, VPN, POE
Experience with Linux-based operating systems

Technical Support Agent

Key skills