Technical Support Engineer
Portnox
IT, Customer Service
Austin, TX, USA
Posted on Oct 15, 2024
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 Technical Support Engineer to enhance our customer experience, streamline processes, and ensure 24/7 support coverage. This fully remote role collaborates with hybrid teams based in Austin, TX, and Charlotte, NC, with a preference for candidates near these areas. We will accept candidates in Nevada, New Mexico, Texas, Georgia, N. Carolina, Virginia, and Pennsylvania.
Role Overview:
This role supports cybersecurity SaaS products through technical troubleshooting, customer onboarding, and product integrations. 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 with urgency, ensuring timely resolution and excellent service.
- Develop Product Expertise: Build and maintain in-depth technical knowledge of Portnox solutions to support troubleshooting and issue resolution.
- Troubleshoot & Diagnose: Research, analyze, and resolve technical issues efficiently.
- 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.
- Escalate Complex Issues: Summarize and effectively escalate intricate product challenges to the Development team.
Required Skills, Knowledge, and Expertise
- 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.
- Strong Networking and Identity Management experience in the following concepts:
- Network Protocols: DNS, DHCP, 802.1x Authentication and TCP/IP (5 pts)
- Network Devices: Routers, Switches, Access Points (APs), Firewalls (20 pts)
- Network Security: Certificate Authentication, Firewall Configuration and VPN (20 pts)
- Configuration Interfaces: CLI and GUI (10 pts)
- Monitoring & Troubleshooting: Traffic analysis with Wireshark (or other) (10 pts)
- Authentication Methods: MFA and Certificate-based Authentication (802.1x) (20 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)
Advantage
- 2+ years’ experience in support or customer service for an international hi-tech company
- Networks and Identify Management experience (under Required Skills) is a weighted criterion
- Related certifications (CompTIA Network+, CCNA, or CompTIA Security+)
- 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.