Provide Technical Support to customers and partners
Provide technical services include writing scripts, troubleshooting and best practices to customers
Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
Provide fault isolation and root cause analysis for technical issues
Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
Travel to customer sites in the event of a critical situation to expedite resolution as required
Provide on-call support 24x7 on an as needed basis
Provide configurations, troubleshooting and best practices to customers.
Work with our Engineering team and influence the operability of the product.
Participate in regular weekend on-call rotation and provide after-hours support on an as-needed basis.
Able to effectively communicate to all levels and stakeholders - internally and externally on complex technical issues

Desired Skills:

3+ years of related experience.
Provide configurations, troubleshooting and best practices to customers.
Required experience with supporting EndPoint software products.
Required strong experience with Windows OS, Linux OS and macOS based applications (Installation, troubleshooting, Debugging).
Experience with Android OS based applications (Installation, troubleshooting, Debugging).
Strong experience with MS environment (SCCM, GPO, AD, MSSQL, IIS).
Experience with EndPoint security software is a plus (Antivirus, DLP, IPS, NAC).
Knowledge of SIEM, vulnerability management tools and firewalls.
Experience understanding malware, exploits, operating system structure and behavior.
Experience with batch scripting and Python is a plus
Strong ability to independently troubleshoot, reproduce issues and identify feasible workarounds in broad, complex, and unique environments with mixed applications and protocols required.
Knowledge of Cloud infrastructure a plus
Knowledge of VDI (VMWare Horizon, Citrix XenApp and XenDesktop) is a plus
BS/MS or equivalent experience require

L2 - Endpoint Security Engineer