Fix reported issues and advocate for the customer.
Collaborate with sales and engineering teams to provide support to resellers, service provider and enterprise customers, as well as end users via telephone, e-mail, Slack and the web portal.
Issue reproduction and concise documentation of solutions provided through technical notes, case studies and knowledge base articles.
Critical issue management and customer assurance when handling reported issues.
Coordinate fixes by Engineering or Developers when required and relay appropriate information to our partners and customers.
Provide recommendations on how to improve supportability, reliability, availability, and serviceability based on lessons learned through issue resolution.
Training and enabling our service partners to ensure that they can sufficiently support customer issues.

How do you qualify

2 or more years of experience working in an operations environment.
Background in customer service/support and IT, networking, or IT security incident management.
Experience driving efficiencies, handling growth, and delivering results.
Good understanding of IT, Network, or IT SOC best practices and a real passion for continuous improvement.
Strong organizational skills and work well with contacts in various business subject areas.
Conversationally and technically fluent in English verbally and written.

Advantageous to have:

Strong understanding of Networking and Layer 7 Protocols.
Familiarity with Container technologies (Docker and Kubernetes).
Knowledge of Data Representation types (XML, JSON, YAML).
Public cloud experience with Amazon Web Services (AWS), Google Cloud Platform (GCP) and/or Microsoft Azure is preferred.
Security product/solutions experience (Firewalls, WAFs, DDoS Mitigation) is preferred.
Strong troubleshooting skills, independent and collaborative.
Approachable disposition and steadfast in delivering.
Ability to prioritize and multitask when leading sophisticated technical issues.
Proven understanding of routing and switching technologies.
Ability to read different scripting and automation languages (Python, Shell and Ansible).
Bachelor's degree in technologically relatable field or equivalent practical experience.

Security Support Engineer II