Technical Support Engineer
Skills
Computer ScienceAirline TicketingCustomer SuccessDomain Name SystemEthical HackingProxy ServerRoot Cause Analysis
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Bachelor’s degree in Computer Science Information Technology or related field or equivalent experience
- 3-5 years of experience in technical support or engineering roles
- Extensive hands-on experience with network security products including firewalls VPNs IDS/IPS and endpoint security solutions
- Strong knowledge of protocols such as HTTP1.1 HTTP2 TCP/IP DNS DHCP and tools like HARs packet captures and tcpdump
- Proven experience troubleshooting complex network security issues in real-world customer environments
- Exceptional problem-solving skills and ability to work under pressure in a fast-paced environment
- Strong communication and customer service skills with ability to explain complex technical concepts to non-technical users
- Experience with scripting or automation tools such as Python or Bash is a plus
- Industry certifications such as CCNA CISSP or CEH are highly desirable
- Experience with support ticketing systems and knowledge base management
Nice to have
- Hands-on
- Mentoring
- Detail-oriented
- Customer-focused
- Collaborative
- Analytical
Day to day
- Oversee and resolve a wide range of customer technical and product issues with a hands-on approach.
- Troubleshoot complex AI security problems across proxies endpoints HTTP and DNS while delivering clear root cause analysis.
- Collaborate closely with engineering product and sales teams to improve customer outcomes and strengthen support processes.