Full-Time Senior Technical Support Engineer

• Provide Technical Support to customers and partners
• Provide technical services include writing scripts, troubleshooting and best practices 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.
• Participate in regular weekend on-call rotation and provide after-hours support on an as-needed basis.
• Able to effectively communicate to all levels and stakeholders - internally and externally on complex technical issues
• Travel to customer sites in the event of a critical situation to expedite resolution as required
• Provide support that includes mandatory weekend, holiday shift work and on-call support.

Your Experience

• 5+ years of relevant support experience
• Required experience with supporting EndPoint software products.
• Required strong experience with Windows OS, Linux OS and macOS based applications (Installation, troubleshooting, Debugging).
• Experience with Android OS, iOS based applications (Installation, troubleshooting, Debugging).
• Strong experience with MS environment (GPO, Active Directory).
• Experience with EndPoint security software is a plus (Antivirus, IDS/IPS, DLP).
• Knowledge of SIEM, vulnerability management tools and firewalls.
• Experience understanding malware, exploits, operating system structure and behavior.
• Experience with batch scripting and Python is a plus
• Strong ability to independently troubleshoot, reproduce issues and identify feasible workarounds in broad, complex, and unique environments with mixed applications and protocols required.
• Knowledge of Cloud infrastructure a plus
• Knowledge of VDI (VMWare Horizon, Citrix XenApp and XenDesktop) is a plus
• BS/MS or equivalent experience required.

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