Technical Support Engineer

• 5+ years of customer support, technical support, system administration, or related customer-facing role
• BA/BS/MS in Computer Science, Management Information Systems, or related discipline, or relevant professional experience.
• Familiarity with networking at OSI Model Layers 3-7, and troubleshooting through use of appropriate tools (HAR/Fiddler captures, Packet/Wireshark captures, Reviewing application logs, SIEM logs, etc.)
• Basic ability troubleshooting common protocols and services for cloud-based services (TCP/IP, DNS, TLS, certificates/PKI, HTTP servers, Web browsers, etc.)
• Familiarity with various Multi-factor authentication (MFA) technologies
• Familiarity with federation/SSO technologies and applications (SAML/WS-Fed, OIDC, and products like Okta, Ping Identity, ADFS, etc.)
• Familiarity with products and services used in a zero-trust modelled environment
• Experience working with RESTful services via APIs with appropriate tools (cURL, Postman, SoapUI or similar)
• Basic knowledge with Powershell/cmd, Bash, and common command-line tools
• Certifications such as Network+, Security+, Cisco CCNA, CISSP
• Experience with configuring enterprise applications in cloud and on-prem environments
• Experience with troubleshooting desktop applications across Windows, Mac OS, and Linux
• Familiarity with cloud based directory services (Okta Universal Directory, Azure Active Directory)
• Familiarity with Active Directory in on-premise environments
• Excellent relationship management, customer service, and communication skills in a variety of forms (written, live chat, conference calls, in-person.)
• Ability to work independently with little direct supervision and as a part of a team. Excellent analytical and organizational abilities. Ability to remain calm, composed, and articulate when dealing with tough customer situations.
• Ability to provide high quality notes and documentation when tracking work in a ticketing/case management system (Salesforce, Jira, Service-Now, etc.)
• Ability to provide high quality knowledge transfer, such as creating or updating knowledgebase articles, giving demonstrations, learning session presentations, etc.
• Experience translating customer issues into engineering centric reports via JIRA or other bug reporting systems
• Prior experience providing support to large enterprise customers preferably with customer management interaction.

• Microsoft certifications related to Azure, Office 365, Windows, Windows Server
• Experience with setup, administration, and support of Office 365 in an enterprise environment with a focus on federation, and features like Autopilot, Windows Hello
• AWS/Google/Microsoft cloud certifications

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, marital status, age, physical or mental disability, or status as a protected veteran.

We also consider for employment qualified applicants with arrest and convictions records, consistent with applicable laws.

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