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Technical Support Engineer

DefenseStorm
Alpharetta, GA
  • Expired: over a month ago. Applications are no longer accepted.
Job Description

TECHNICAL SUPPORT ENGINEER

DefenseStorm is seeking a Technical Support Lead to triage user questions, create and support API integrations, conduct customer training, support technical onboarding and liaise with our Product Engineering team. If you have a passion for customer service and you are seeking an opportunity to “write the book” on how to deliver exceptional service while driving increased client engagement and product improvements, then this is a role you will want to learn more about.

Location

Atlanta, GA

Remote

Job Duties and Responsibilities

  • Educate and empower our customers, guiding them through the features of our software and advising on best practices.
  • Demonstrate an independent ability to troubleshoot and investigate incoming requests within strict SLA boundaries.
  • Triage user questions and work with DefenseStorm’s Product team to resolve technical issues.
  • Accurately catalog user feedback to identify points of pain and areas of the software and documentation that need improvement.
  • Refine existing processes and create new processes that allow us to better ensure our clients’ success in using the platform.
  • Report any bugs or other issues that would impact users.
  • Interact with development and product management teams to track progress on features and bug fixes and communicate this information to users to keep them informed and engaged.
  • Communicate service incidents or maintenance outages when applicable.
  • Establish and maintain a high level of professionalism and positive rapport with users and stakeholders, both internally and externally.
  • Identifies integration and other interface requirements for all supported products and platforms.
  • Troubleshoots system and application issues.
  • Other duties as assigned by management

Required Qualifications

  • At least 5 years of proven experience with troubleshooting of multiple Operating Systems (Windows, Linux, Unix) including administration, configuration optimization, domains (active directory), Windows security.
  • Working knowledge of LAN/WAN equipment and related services
  • Creating production quality dashboards, reports and threshold alerting mechanisms
  • Solid understanding of logging technologies (syslog, Windows and Hands-on experience in working with databases and creating DB queries.
  • Strong communication skills - network structure (LAN, WAN), and communication equipment basic functionality (switching, hubs, routers, proxy)
  • At least 2 years of proven experience in PowerShell \ Bash \ Python scripts.
  • Configuration and troubleshooting experience with virtual environment technologies (VMWare, Hyper-V).
  • Knowledge with security devices (SIEM, FW, A/V, EDR, IDS/IPS, etc.) and/or experience in information security a plus.
  • Working knowledge of SIEM technology with the ability to evaluate technical capability differences between vendor offerings.
  • Strong understanding of REST API architecture and security requirements.
  • Experience with AWS architecture, engineering, and security technologies.

Preferred Education and Experience

  • Desired scripting experience in Python or Powershell.
  • Desired expert understanding of all or most Active Directory, AWS IaaS/PaaS, Linux, Windows Server, Windows Desktop, VMWare, and MacOS (in order or importance) secure configuration management and security controls.
  • Ability to self-start and spearhead initiatives with minimal direction and oversight.
  • Over 2 years of experience providing product support in a SaaS platform.
  • Customer-oriented, excellent verbal, and written communication skills in English.
  • Ability to learn fast.
  • Strong analytical and technical problem-solving skills.
  • Ability to grasp technical concepts quickly and explain them to others.

DefenseStorm provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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DefenseStorm

Address

Alpharetta, GA
30005 USA

Industry

Technology