Technical Support Engineer - 2nd Shift

iboss is a cloud security company that enables secure connections for the modern workforce. The Technical Support Engineer will interface directly with enterprise customers to assist with technical support issues, utilizing their knowledge of enterprise networks, systems, and cybersecurity to provide solutions and enhance customer satisfaction.

Responsibilities:

• Solve complex technical support inquiries via telephone, live chat, and ticket interactions with a positive and professional demeanor
• Document interactions comprehensively for auditing and record-keeping purposes
• Spin up lab environments consisting of firewalls, switches, routers, and endpoints to reproduce customer environments for advanced troubleshooting purposes
• Work with team leads and management to bubble up recurring issues or opportunities for product or process improvements
• Participate in testing pre-release solutions and validating performance against test plans documenting results
• Create and submit knowledgebase entries to help improve customer self-service capabilities
• Create and maintain internal knowledge systems to assist other internal team members
• Stay abreast of product changes, working with lab and test systems to come up to speed quickly with new capabilities, devices, and features

Requirements:

• Previous technical support experience
• Possess a strong work ethic and team player mentality
• Excellent 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
• 3-5 years of experience managing Windows Server or Red Hat Linux server environments; Proficient with Linux
• 3-5 years of experience managing large (>1k seat) Windows and Mac workstation deployments
• 3-5 years of experience managing DNS; Microsoft or Bind
• Experience with virtualization, specifically VDI implementations
• Experience with acquiring and analyzing packet captures
• Experience/familiarity with managing enterprise deployments of iOS, Android, and Chromebook devices
• Highly developed sense of integrity and commitment to customer satisfaction
• Strong detail orientation and listening skills
• Strong decision-making and analytical abilities