Technical Support Engineer
Portnox
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See open jobs at Portnox.See open jobs similar to "Technical Support Engineer" Elsewhere Partners.IT, Customer Service
Austin, TX, USA
Posted 6+ months ago
Portnox is a fast-growing, VC-backed cybersecurity company delivering must-have SaaS solutions. Headquartered in Austin, Texas, we operate globally with a large, remote workforce. As we scale, we seek a network-savvy Technical Support Engineer to enhance our customer experience, streamline processes, and ensure 24/7 support coverage.
We will accept candidates in:
We will accept candidates in:
- Texas
- Nevada, New Mexico, Georgia, N. Carolina, Virginia or Pennsylvania
Candidates from these states will potentially fill a fully remote role collaborating with hybrid teams based in Austin, TX, with a preference for candidates in this area.
Role Overview:
This role supports cybersecurity SaaS products through network administration, complex system configurations, technical troubleshooting, customer onboarding, and product integrations. As an experienced network administrator, you will manage escalations, advise customers, and assist with integrating authentication repositories, MDM solutions, and SIEM platforms. Success requires independent problem-solving, technical expertise, and the ability to thrive in a fast-paced environment with minimal formal training.
- Department
- Customer Success
- Employment Type
- Full Time
- Location
- Austin, TX
- Workplace type
- Fully remote
Key Responsibilities
Manage Customer Escalations: Handle escalated customer issues urgently, ensuring timely resolution and excellent service.
- Troubleshoot & Diagnose: Identify and advise customers during the resolution of complex network problems related to our SaaS product configuration.
- Experience with GUI/CLI network device configurations (required)
- Develop Product Expertise: Build and maintain in-depth technical knowledge of Portnox solutions to support troubleshooting and issue resolution.
- Track Issues: Document and manage customer issues from start to resolution, adhering to SLAs.
- Report Defects: Identify, document, and report technical defects and challenges.
- Customer Communication: Provide clear and timely updates throughout the resolution process.
- Maintain Documentation: Create knowledge base articles and technical documentation to improve self-service resources.
- Product Collaboration: Represent the customer’s voice in product discussions to shape new features and enhancements.
Required Skills, Knowledge, and Expertise
Strong Network Administration focus, network hardware management, and software configurations. The following are critical requirements and are weighted for hiring purposes:
- Network Software Configuration Expertise: CLI and GUI (20 pts)
- Configure Network Devices: Routers, Switches, Access Points (APs), Firewalls (20 pts)
- Network Security: Certificate Authentication, Firewall Configuration and VPN (10 pts)
- Authentication Methods: MFA and Certificate-based Authentication (802.1x) (10 pts)
- Monitoring & Troubleshooting: Traffic analysis with Wireshark (or other) (10 pts)
- Network Protocols: DNS, DHCP, 802.1x Authentication and TCP/IP (5 pts)
- Authentication Repositories: LDAP, AD, Azure AD (5 pts)
- Identity Federation and SSO (Single Sign-On): SSO and Federated Identity (5 pts)
- MDM Solutions: Intune, JAMF or SCCM (5 pts)
Additional Expertise and Skills Required:
- Customer-Facing Experience: Demonstrated experience in direct customer interaction roles, showcasing excellent written and verbal communication and strong interpersonal skills.
- Team Player with Self-Sufficiency: Able to collaborate effectively in a team environment while working independently with minimal supervision.
- Analytical Thinking & Problem Solving: Possesses advanced analytical skills to diagnose complex issues and provide effective solutions.
- Research & Troubleshooting Abilities: Skilled in researching and troubleshooting technical challenges to resolve customer issues efficiently.
- Technical Writing Expertise: Experience creating knowledge base (KB) articles and technical documentation to contribute to internal and external knowledge sharing.
Advantage
- 2+ years’ experience in network support
- CCNA or equivalent certifications
- Experience with Knowledge-Centered Service (KCS)
- Project Management experience
Additional Requirements
- Ability to manage time effectively and prioritize multiple issues.
- Comfortable working in a dynamic environment with changing customer needs.
- Willingness to learn and stay updated with emerging networking and security technologies.
Why Join Us
- Opportunity to make a significant impact on the operations of the company.
- Collaborative and dynamic work environment with opportunities for professional growth and development.
- Competitive compensation and benefits package.
About Portnox
Portnox offers cloud-native network and endpoint security essentials that enable agile, resource-constrained IT teams to proactively address today’s most pressing security challenges: the rapid expansion of enterprise networks, the proliferation of connected device types, and the increased sophistication of cyberattacks.
Hundreds of companies have leveraged Portnox’s award-winning security products to enforce powerful network access, endpoint risk monitoring and remediation policies to strengthen their organizational security posture.
By eliminating the need for any on-premises footprint common among traditional information security systems, Portnox allows companies - no matter their size, geo-distribution, or networking architecture - to deploy, scale, enforce and maintain these security policies with unprecedented ease.
This job is no longer accepting applications
See open jobs at Portnox.See open jobs similar to "Technical Support Engineer" Elsewhere Partners.