Techincal Support Engineer with BH-22454

Technical Support Engineer

What will you do

Provide our customers and partners with a world-class technical support experience within the defined parameters of the Support Runbook, with a focus on driving customer loyalty and advocacy.
Answer questions, troubleshoot, and resolve issues reported by partners & customers; issues can include, but are not limited to: Installation issues, best practice configuration, network troubleshooting, Windows, Linux, Mac and Unix OS configuration.
Provide Team Leader or Manager feedback on Technical Support procedures and policies, with the goal of improving overall customer experience, and team efficiency.
Build a strong and demonstrable knowledge of our products.
Collaborate with teammates, senior Support engineers, and other colleagues as necessary to ensure we provide the most ideal resolutions to partners and customers.
Mentor and share information with colleagues to increase team competency and knowledge.
Document helpful solutions, and work with the team to share with our customers, partners, and colleagues via our self-help channels.
Actively contribute to the ongoing improvement of the team by working with colleagues and managers to modify existing processes or develop new ones

What will you bring

Strong technical knowledge and understanding of IT Security concepts, including antivirus, networking and encryption technologies
Ability to handle escalated calls while using good judgment to make sound recommendations
Advanced computer skills and at least 1year experience including but not limited to: Linux, Unix, DNS, Networking, Network security, Apache, Proxies, Email security, http protocol, bash, web proxy, web security, spam filtering, Active Directory
Understanding of network protocols like HTTP, SMTP, FTP, SMB, DNS and DHCP
Japanese Fluency is required

Techincal Support Engineer