CounterTack is looking for a seasoned Technical Support Engineer, ideally with experience supporting enterprise class software solutions with an extreme focus on customer satisfaction and strong background supporting security software solutions. Responsibilities include offering technical support to customers regarding the more involved system configuration and implementation scenarios. Individual will be responsible for documenting cases to reflect the actions taken, informing customers of problem status and providing solutions or workarounds as developed in a professional timely fashion, over the lifetime of the support request.
The ideal Staff Technical Support Engineer will demonstrate a proven aptitude for learning new technologies and expand core skill set. Ability to derive facts quickly, methodically, and accurately. This is a customer facing role where you will work to solve product and network problems of extremely high complexity. Ability to configure highly complex lab setups to duplicate and solve customer related problems.
Security tools and technologies;
Firewall, VPN, IDS and related network security design and implementation;
Strong endpoint security experience, including network design, implementation, and management;
Desired security network, and systems related professional certifications are a plus;
Windows, Linux, Unix System administration, TCP/IP, DNS, and troubleshooting experience.
Network technologies (firewalls, routers, switches) and protocols (TCP/IP, DNS, LDAP etc.).
Ability to communicate effectively both verbally and in writing with customers as well as with internal engineers.
Able to determine problems and deliver solutions with a high level of customer satisfaction.
Excellent communication skills, self-motivated, self-starter, sense of urgency, personable, extroverted personality, well organized, attention to detail.
Extreme attention to detail
Enjoys problem solving and displays an eagerness to learn new technologies/skills
HTML, scripting and programming experience are desirable.
Ability to document customer interactions and write FAQ and short instructional technical documents essential.
Bachelor's Degree in CS or equivalent experience
Strong interpersonal and communication skills; capable of training users in applications and operating system fundamentals and writing documentation.
High skill with Big Data technologies a plus
Fundamental understanding of an operating system; for example, understands job control, soft and hard links or shortcuts, distinctions between the kernel and the user environment.
A minimum of 5-10 years related experience.
Please submit your resume and cover letter to firstname.lastname@example.org. We are looking forward to hearing from you!