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61 RedLock Jobs
Technical Support Engineer
RedLock
posted 2mon ago
Job Role Insights
Key skills for the job
Job Description
You will work firsthand with our valued customers to address their complex post-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors. You re a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. You ll enjoy networking with key contacts outside your own area of expertise, with a strong capability of detailing difficult technical issues to both non-technical and technical professionals.
You will regularly participate in technical discussions with multi-functional teams, creating an environment of transparency that ultimately leads to better products, better working environments, and better cybersecurity. Your quick thinking and support to our clients provides the fast assistance they need to keep their environments secure which means you ll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high-pressure situations).
Your Impact
- Provide technical services around Cloud and Network Security technologies, troubleshooting and best practices observations to customers
- Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
- Provide fault isolation and root cause analysis for technical issues
- Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
- Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
- Provide configurations, troubleshooting, and best practices to customers
- Work with our Engineering team and influence the operability of the product
- Able to effectively communicate to all levels and stakeholders internally and externally on complex technical issues
Qualifications
Your Experience
- 5+ years in technical support roles, working directly with large global customers and partners in addition to internal teams (such as DevOps, Engineering, QA, Product managers), specifically with Cloud exposure and experience
- A customer-centric mindset is a mandated attitude for this position as a technical support engineer
- Existing knowledge of, and experience with public cloud platform (XaaS) features, capabilities, and best use scenarios
- Existing knowledge of, and experience with application developments or operations under the container / serverless environment on public clouds
- Ability to independently troubleshoot, reproduce issues and identify feasible workarounds in broad, complex, and unique environments with mixed applications and protocols required
- Excellent written and verbal communication skills
- Experience supporting Firewall or Network and Security devices is a plus
- Having rich knowledge in Network Security and Networking protocols is a plus
Employment Type: Full Time, Permanent
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