Support Engineer I

Position Summary
We are looking for a Global Support Engineer who can support a remote-first, flexible shift schedule. This is a growth role—you will advance your career as a support engineering professional while simultaneously increasing your knowledge and hands-on experience with networking infrastructure as a service. You will regularly tackle interesting and challenging questions and bring clarity to our customers as they leverage our tools to secure their networks in an ever-changing threat landscape.

Key Responsibilities
As a member of the Global Support Engineering team, you will work with customers to resolve technical issues with our product(s) using a variety of internal resources and provide data analysis to understand and troubleshoot systems. Your day-to-day responsibilities could include any of the following:

• Provide hardware and firmware deployment support for our appliances.
• Actively participate in Knowledge Centered Services (KCS) by learning from documented knowledge and contributing to discussions.
• Engage in troubleshooting activities, following guidance and existing documentation.
• Assist with the initial stages of ticket handling and escalate when necessary.
• Work collaboratively with more experienced engineers to gain deeper insights into complex issues.
• Assist customers with configuration of network infrastructure, virtualization, and third-party integrations.
• Utilize a ticketing system to update, communicate, and move work items to completion.
• Act as the single point of contact for customer questions and concerns.
• Communicate with customers in a highly professional manner via various channels including email, phone, ticketing system, and video conferencing.
• Pair your existing knowledge with a learning mindset to elevate your service to our customers while being a force-multiplier to your colleagues.

Required Qualifications

• Two years of experience in IS or IT—this is not an entry-level position.
• In-depth knowledge of the OSI Model.
• Understanding of network infrastructure routing and switching concepts.
• Excellent customer service, organizational, and documentation skills.
• Work cooperatively with others within the organization and other cross-functional stakeholders.
• Work well in fast-paced, high-stress environments.
• Has predictable, reliable attendance.

Preferred Qualifications

• Experience with Unix/Linux-based operating systems.
• An understanding of cybersecurity concepts and terminology.
• Javascript familiarity and comfort.
• Certifications in networking or infrastructure (like CompTIA).