Austin (Remote Optional)

Support Engineer

Date Posted 05/03/2022

Overview

Support Engineer is a client-facing role that provides support and guidance to our existing customer base for SaaS and On-Premises product lines and plays a crucial role in establishing a customer centric organization and most importantly – happy customers. 

Responsibilities

  • Keep deep technical understanding of Portnox solutions 
  • Take ownership of customer issues reported and see problems through to resolution 
  • Research, diagnose, troubleshoot and identify solutions to resolve customer issues 
  • Build solid relationships with customers to provide great customer success engagements  
  • Provide prompt and accurate feedback to customers 
  • Document knowledge in the form of knowledge base notes  
  • Follow the SLA for issues with respect to the severity. 

Requirements

  • Passion for Technology and Cyber 
  • Position location- Hybrid model- WFH or from our offices in Austin, Texas 
  • Hands-on experience with network configuration and architecture – Layer 2/Layer 3 Switching/Routing, TCP/IP, VPN 
  • Experience in customer facing role with excellent communication (written and verbal) and interpersonal skills 
  • Independent, initiator, and a team player 
  • Advanced analytical thinking and problem-solving skills 
  • Research and troubleshooting abilities 

Advantage: 

  • 2+ years of experience in product support / professional services for an international hi-tech company 
  • Experience with cyber security products and specifically NAC and 802.1x 
  • Technical Bachelor’s degree 
  • Project management experience 

How to Apply:  [email protected]

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