Offer summary

Qualifications:

Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience)., Hands-on experience with VPN protocols like OpenVPN, WireGuard, or IPSec., Strong understanding of networking principles including TCP/IP, DNS, and firewalls., Proficiency in scripting languages such as Bash or Python..

Key responsabilities:

Provide technical assistance to customers via tickets, email, and live support.

Investigate and resolve networking and VPN-related issues, including configurations and connectivity problems.

Create and update troubleshooting guides and internal knowledge base articles.

Collaborate with development and QA teams to escalate and resolve software-related issues.

Job description

Key Responsibilities:

Customer Support: Provide technical assistance to customers via tickets, email, and live support to diagnose and resolve networking and VPN-related issues.
VPN & Network Troubleshooting: Investigate and resolve customer related configurations and connectivity issues, routing problems, firewall configurations, and security concerns.
Log & Database Analysis: Analyze system and application logs, and troubleshoot SQLite, MySQL, or other databases configurations.
Documentation: Create and update troubleshooting guides, FAQs, and internal knowledge base articles to improve support efficiency.
Collaboration: Work closely with development, QA, and product teams to escalate and resolve software-related issues.
Testing & Debugging: Reproduce customer-reported issues in a lab environment to identify root causes and potential fixes.

Job requirements:

Educational Background: Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).
VPN Expertise: Hands-on experience with OpenVPN, WireGuard, IPSec, or other VPN protocols.
Networking Proficiency: Strong understanding of TCP/IP, DNS, DHCP, firewalls, NAT, routing, and network security principles.
Linux Systems Knowledge: Experience working with Linux distributions (Ubuntu, Debian, CentOS, etc.).
Scripting & Automation: Proficiency in Bash, Python, or other scripting languages.
Database Management: Familiarity with SQLite, MySQL etc
Technical Support Experience: Proven experience in customer-facing technical support, system administration, or network operations.
Analytical & Problem-Solving Skills: Ability to analyze logs, debug complex issues, and propose solutions effectively.
Excellent Communication Skills: Ability to explain technical issues clearly to both technical and non-technical users.
Preferred QualificationsCertifications: CCNA, CCNP or Linux-related certifications are a plus.
Cloud & Virtualization Knowledge: Experience with AWS, Azure, Hyper-V, or VMware.
Security Awareness: Understanding of SSL/TLS, encryption, authentication methods, and VPN security best practices.
Technical Writing: Experience creating detailed troubleshooting guides and knowledge base articles.

Preferred Qualifications:

Certifications: CCNA, CCNP or Linux-related certifications are a plus.
Cloud & Virtualization Knowledge: Experience with AWS, Azure, Hyper-V, or VMware.
Security Awareness: Understanding of SSL/TLS, encryption, authentication methods, and VPN security best practices.
Technical Writing: Experience creating detailed troubleshooting guides and knowledge base articles.

Required profile