Position: Technical Support Engineer
Company: GeeksForLess
Category: Support
Experience required: 1y
English level: upper

17:30-02:00

 The Support Engineer will need to have excellent problem solving and root cause analytic skills to help diagnose and solve complex technical/application issues.

**Job Requirements:**
Experience in customer-facing environment, with direct interaction with customers
Understanding of networking and security software and hardware
Upper-intermediate verbal and written English skills
Experience with Linux operating system administration, configuration, installation
Understanding of networking concepts and protocols
Strong ability to independently debug, Self-sufficient and autonomous learning

**Will be a plus:**
Proven working experience in enterprise technical support, IT support or as a technical engineer
Experience in supporting security solutions, including knowledge and hands-on experience with network devices and network architectures (firewalls, routers, load balancers)
Advantage for experience with CISCO, Palo Alto, Checkpoint, Fortigate and other leading network security vendors

**Key Responsibilities:**
Take ownership of customer issues that has been reported and see problems through to resolution
Troubleshoot and identify solutions to resolve customer issues
Provide prompt and accurate feedback to customers
Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Ensure proper recording and closure of all issues
Document knowledge in the form of knowledge base tech notes and articles
Proactive Management for the customer’s issue
Strong focus on customer satisfaction

Project:
We provide technical support for a complex security management solution. The product supplies automated tools that help network security and operations teams prevent cyber threats, reduce risk exposure and demonstrate network compliance with regulations.

It analyzes network's vulnerabilities, routing discrepancies, firewalls rules and policies that are part of the network, and helps to manage different network devices (such as scanners, routers, firewalls, etc.) in one GUI. The product works with different vendors such as Cisco, Fortigate, Checkpoint, Palo Alto.