Job Opportunity

Position Title:
Support Engineer, Cloud Solutions - San Carlos, CA
San Carlos California, United States
Sales Operations

  • Provide application support via incoming tickets -- take ownership to resolve customer issues both hands-on and through collaboration with development, engineering, and business teams
  • Independently diagnose and resolve problems within our sphere of the customer environment
  • Apply, extend, and share advanced troubleshooting techniques to root cause, document, and escalate defects and enhancements
  • Research, author, and maintain knowledge-base articles around common customer scenarios.
  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal team
  • Provide prompt and accurate feedback to customers
  • Ensure proper recording and closure of all issues
  • Help improve support operations through tooling and process enhancements.
Desired Background
  • A Bachelor's degree in Computer Science, Information Technology or related discipline preferred
  • 5-8 years of experience in enterprise technical support in security or cloud verticals
  • Network security / Cloud security knowledge is a must
  • Strong experience with DNS, TCP/IP, SSL, load balancing, and *nix fundamentals.
  • Must be been hands-on with AWS, Azure and/or Google architecture, development, deployment, operations, and support
  • Must have outstanding problem-solving skills,
  • Knowledge of CRM/ticket management systems and tracking issues within these systems
  • Must be proficient in speaking and writing English, and customer communication
  • Must have worked in a 24/7 production environment
  • Scripting skills in various languages like Ruby, Python, Java, and Perl desired
  • Experience with network firewall configurations and IP Tables knowledge would be a plus

EOE M/F/Veterans/Disabled