Full-Time Technical Support Representative I
Watchguard is hiring a remote Full-Time Technical Support Representative I. The career level for this job opening is Entry Level and is accepting Mexico based applicants remotely. Read complete job description before applying.
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WatchGuard embraces a Flexible Work Philosophy.
Position OverviewTechnical Support Representatives I (TSR I) provide in-depth support to WatchGuard’s customers. The TSR1 will handle complex problem-solving around Networking and WatchGuard services for authorized resellers, distributors, external end users, and internal employees. Customers may have varying technical expertise, requiring adjustable communication levels.
A Day in the Life involves reviewing emails and Teams messages, logging into the CRM system, prioritizing cases, creating new cases, troubleshooting, gathering information for bugs/feature requests, collaborating with subject matter experts, disseminating knowledge, escalating cases, and participating in product training and beta programs.
Position Responsibilities include proficiency in English & Spanish, strong communication skills, time management, and adaptability. Experience with CRM systems (e.g., Salesforce.com) is preferred.
Required Qualifications include a Bachelor’s degree or relevant IT certifications (Network+, CCNA, Security+), 1-2 years of technical support experience, understanding of TCP/IP networking, OSI model, Windows/Mac OS, VPN technologies, authentication protocols (LDAP, RADIUS), cloud platforms (Azure, AWS), multifactor authentication, antivirus, intrusion prevention, and WAN protocols.