Technical Support Engineer 2
Core
Reviews technical solution articles, acts as a remote customer advocate, and diagnoses/resolves complex technical issues in unique customer environments using advanced troubleshooting tools.
Role type
Senior IC Technical Support Engineer (Cybersecurity)
Builds
Self-service content (Chat, Knowledgebase, Support forums) and incident resolution workflows
Domain
Cybersecurity, Network Security, SIEM, UEBA, SOAR
Deliverable
Dashboards & analysis | client delivery
Required skills
Unix/Linux system administration, Network security (firewalls, SSL, Proxy, IPSEC VPN), Network fundamentals (routing, switching, VLANs, VPNs), Windows platforms (Server, Active Directory, SQL Server), Relational (MySQL) and NoSQL (MongoDB) databases, Configuration management (Chef, Puppet, Salt), Python scripting, Security assessment tools (NMAP, Nessus, Metasploit), Packet capture analysis (Wireshark, tcpdump)
Preferred skills
Linux Administration Certifications (RHCSA, RHCE), Security Certificates (CEH, Security+), Microsoft Certifications (MCSA, MCSE), Networking Certifications (CCNA, CCNP)
Responsibilities
Review technical solution articles for accuracy and completeness; Act as a remote customer advocate to champion specific customer needs; Participate in and lead conference calls with customers; Participate in eServices content creation and maintenance; Validate technical information and issue early warnings; Interface directly with customers to understand issues and communicate resolution plans; Assess when to escalate to senior resources; Manage own schedule of cases including priority levels and customer expectations; Mentor and coach less experienced TSEs; Apply systems analysis techniques to determine hardware or software functionality; Use technical troubleshooting tools to diagnose and resolve issues in complex environments; Systematically gather and analyze information to resolve issues; Determine appropriate tools and tests for issue resolution; Maintain closed-loop communication and documentation in service request case notes; Contribute and develop knowledge-based articles.
Seniority
Mid-Senior, hands-on IC