Technical Support Specialist
About the role
As a Technical Support Specialist you will be responsible for interacting with our valued customers to make sure they receive the attention they deserve. You will be providing assistance with questions about configuring the software, reproducing and troubleshooting bugs, investigating software problems. As required you would be also interacting with the developers when escalation is needed while ensuring that the customer is kept up-to-date on the status of his/her inquiry. Occasionally you would be enhancing our documentation based on customer feedback. You should be able to communicate fluently in English in order to provide help over email , chat, support ticketing system or over the phone.
Experience with log management tools and SIEM products (QRadar, ArcSight, Splunk, Snare, syslogd, Logstash, Kafka, Scribe, ELK, Graylog, etc),
Working knowledge with SSL/TLS, X509 certificates and PKI.
Good knowledge of protocols, including networking (e.g. TCP, UDP) and application layer (e.g. DNS, DHCP) protocols.
Excellent debugging and troubleshooting skills with relevant tooling knowledge.
Passionate to work with Linux systems while also feeling home on Windows.
Customer oriented and able to communicate fluently in English.
Nice to have:
Knowledge of scripting languages: shell, perl, python, powershell.
Experience with MacOS, BSD, Solaris, AIX systems.
Experience in information security and optionally having a CISA, CISSP or similar certification.
BS degree in Information Technology, Computer Science or relevant field.