Apply: Customer Support Engineer - Networking Products

Customer Support Engineer L2

We are a worldwide leader in next-generation cybersecurity, protecting more than 500,000 organizations and millions of consumers in more than 150 countries from today’s most advanced cyberthreats. 

Job Purpose
This role is in our Network Security Support Group. You must be capable of delivering technical support to both our partners and global customer base on our Network Security products and other associated products.

You will work as part of a team of engineers to deliver a world-class support experience to our customers and partners. You will use primarily Phone and Email to support our partners and customers.

You may also be required to utilize Live Chat and social media platforms as well.  You will adhere to our support best practices, as well as the Service Level Objectives in our support agreements. Your responsibilities will also require you to liaise with other parts of the organization on a day-to-day basis.
 What will you do

• • Provide customers and partners with a world-class technical support experience within the defined parameters of the Support Runbook, with a focus on driving customer loyalty and advocacy.
  • Answer questions, troubleshoot, and resolve issues reported by partners & customers; issues can include, but are not limited to: Installation issues, best practice configuration, network troubleshooting, Windows, Linux, Mac and Unix OS configuration.
  • Provide Team Leader or Manager feedback on Technical Support procedures and policies, with the goal of improving overall customer experience, and team efficiency.
  • Build a strong and demonstrable knowledge of our products.
  • Collaborate with teammates, senior Support engineers, and other colleagues as necessary to ensure we provide the most ideal resolutions to partners and customers.
  • Mentor and share information with colleagues to increase team competency and knowledge.
  • Document helpful solutions, and work with the L0 team to share with our customers, partners, and colleagues via our self-help channels.
  • Actively contribute to the ongoing improvement of the team by working with colleagues and managers to modify existing processes or develop new ones

What will you bring

• • Strong technical knowledge and understanding of IT Security concepts, including antivirus, networking and encryption technologies
  • Ability to handle escalated calls while using good judgment to make sound recommendations
  • Advanced computer skills and at least 1year experience including but not limited to: Linux, Unix, DNS, Networking, Network security, Apache, Proxies, Email security, http protocol, bash, web proxy, web security, spam filtering, Active Directory
  • Understanding of network protocols like HTTP, SMTP, FTP, SMB, DNS and DHCP
  • Basic to intermediate knowledge and understanding on the following concepts: Security, Firewalls, and Cloud.
  • Knowledge of Active Directory including GPOs, Domain Controller trust relationships, and LDAP.
  • Demonstrates active listening skills
  • Excellent Comprehension skills-ability to understand and process information quickly
  • Excellent verbal and written communication skills, inspiring confidence while leading customers through the steps to resolve issues
  • Japanese Fluency is required
  • Ability to give responses that are relevant to the questions
  • Ability to give a comprehensive response
  • Ability to share information in a clear and easy to understand the manner
  • Ability to work under pressure
  • Shows enthusiasm to learn new skills
  • Respects commitments, has a high sense of integrity and work ethics
  • Knows how to manage time efficiently
  • Has good interpersonal skills
  • Good persuasive skills
  • Demonstrated self-starter who can adapt quickly between roles, duties and tasks
  • Excellent problem solver who is able to break down complex technical scenarios into component parts and test where issues are generating from and able to isolate the root cause of the issue