We are looking for an experienced Technical Support Engineer to join our Support team and provide high-quality technical assistance to customers and partners.
In this role, you will work with advanced networking and cybersecurity technologies, troubleshoot challenging technical issues, and play an active role in ensuring a reliable and secure customer experience.
You will take part in resolving real-world technical problems across diverse environments, working closely with customers while collaborating with internal teams to deliver effective and professional support.
Key Responsibilities
Provide technical support via chat, phone, and email to customers and partners
Assist customers with configuration, troubleshooting, and best practices
Manage support service requests end-to-end, ensuring issues are properly logged, tracked, resolved, and followed up in a timely manner
Perform fault isolation and root cause analysis for complex technical issues
Troubleshoot network and security-related problems across diverse environments
Review traffic captures to identify and resolve network or security issues
Collaborate closely with internal teams to ensure effective issue resolution and knowledge sharing.
In this role, you will work with advanced networking and cybersecurity technologies, troubleshoot challenging technical issues, and play an active role in ensuring a reliable and secure customer experience.
You will take part in resolving real-world technical problems across diverse environments, working closely with customers while collaborating with internal teams to deliver effective and professional support.
Key Responsibilities
Provide technical support via chat, phone, and email to customers and partners
Assist customers with configuration, troubleshooting, and best practices
Manage support service requests end-to-end, ensuring issues are properly logged, tracked, resolved, and followed up in a timely manner
Perform fault isolation and root cause analysis for complex technical issues
Troubleshoot network and security-related problems across diverse environments
Review traffic captures to identify and resolve network or security issues
Collaborate closely with internal teams to ensure effective issue resolution and knowledge sharing.
Requirements:
2-4 years of professional experience in a networking or security support role
Excellent written and verbal communication skills in English
Practical experience with TCP/IP networking protocols
Hands-on experience with Routing & Switching technologies (e.g., OSPF, BGP, VLANs)
Experience working with security technologies such as IPSec, SSL-VPN, and NAT
Experience working with Linux-based systems
Strong troubleshooting skills with the ability to independently debug complex network environments involving diverse media and protocols
Strong problem-solving skills, customer-oriented mindset, and ability to work effectively in a team
High learning agility and ability to quickly adapt to new technologies and evolving environments
Preferred Qualifications
Experience with Firewall products (e.g., Cisco, Fortinet, our company)
Familiarity with authentication protocols such as RADIUS, TACACS and SAML
Previous experience in a technical support role within an IT or cybersecurity company
Relevant certifications such as CCNA, CCSA, or equivalent – an advantage.
2-4 years of professional experience in a networking or security support role
Excellent written and verbal communication skills in English
Practical experience with TCP/IP networking protocols
Hands-on experience with Routing & Switching technologies (e.g., OSPF, BGP, VLANs)
Experience working with security technologies such as IPSec, SSL-VPN, and NAT
Experience working with Linux-based systems
Strong troubleshooting skills with the ability to independently debug complex network environments involving diverse media and protocols
Strong problem-solving skills, customer-oriented mindset, and ability to work effectively in a team
High learning agility and ability to quickly adapt to new technologies and evolving environments
Preferred Qualifications
Experience with Firewall products (e.g., Cisco, Fortinet, our company)
Familiarity with authentication protocols such as RADIUS, TACACS and SAML
Previous experience in a technical support role within an IT or cybersecurity company
Relevant certifications such as CCNA, CCSA, or equivalent – an advantage.
This position is open to all candidates.
