ABOUT THE OPPORTUNITY
A privately-held high growth VC-backed technology business based in Austin, Texas is looking to add a Support Engineer who will work remotely from the Philippines. You will primarily support EMEA hours, but we can be flexible. This role is a client-facing role that provides support and guidance to our existing customer base. This role allows you to work remotely while building relationships with colleagues across the globe.
ROLE RESPONSIBILITIES
– Develop and maintain technical knowledge of cybersecurity products
– Research, diagnose, troubleshoot and identify solutions to resolve customer issues
– Document and track customer issues to resolution while adhering to SLAs
– Act as a key escalation channel for our Customer Experience Technical Support team
– Summarize complex product issues accurately and thoroughly for escalation to Tier 3 support
– Update knowledge base and documentation with technical and issue resolution
– Take part in shaping new features and products and represent the voice of the customer
ROLE REQUIREMENTS
– Familiarity with multiple technologies, including Networking, Data Center, Security and Cloud
– Experience with cyber security products, specifically NAC, RADIUS and 802.1x
– Experience with network configuration and architecture – Layer 2/Layer 3 Switching/Routing, TCP/IP, VPN
– Experience in customer facing role with excellent communication (written and verbal) and interpersonal skills
– Independent, initiator, and a team player
– Advanced analytical thinking and problem-solving skills
– Research and troubleshooting abilities
– Written skills contributing to knowledge base (KB) articles and technical documentation
EXPERIENCE REQUIREMENTS
– 2+ years of experience in product support / professional services for an international hi-tech company
– Technical Bachelor’s degree from an accredited university
– Knowledge-centered service (KCS)
– Project management experience
Interested? We’re glad you are! Please send your resume and cover letter to “” with the subject line “Support Engineer | YOUR NAME” and one of our recruiters will be in touch.
**DM’s will not be entertained. Kindly follow the application instructions to be considered for the position | Open only to Philippines-based candidates**
APPLY FOR THIS JOB:
Company: TechnoTan
Name: Paul Teves
Email: