Role & responsibilities
- Scope and resolve complex issues with onboarding, deployment and configuration of products
- Advise and educate customers on the features and capabilities of our products
- Interpret and analyze log data to troubleshoot issues
- Communicate solutions and recommendations to the customer and ensure that customers have the information and tools to address similar issues in the future
- Collaborate and coordinate with other teams and experts throughout Organization to tailor the best solution for customer issues
- Troubleshoot issues in customer environments involving cloud, server, endpoint, and network infrastructure
- Perform activities necessary to quickly mitigate outages and service interruptions in the customers environment by recommending and implementing workarounds.
Preferred candidate profile
- 2+ years of experience in Network Security Engineering or consulting, and/or Systems Administration.
- 2+ years Customer facing support experience.
- 1+ year Experience on Windows Server, Windows Client, Active Directory and/or Azure Active Directory administration.
- 1+ year enterprise cloud experience with any of the major cloud providers, including cloud security, networking, and migration of multi-cloud or hybrid deployments
- Experience supporting large and complex geographically distributed enterprise environments with 1000+ users
- Proven customer service skills supporting external and/or internal customers in an enterprise environment
- Preferred IT Industry certifications (Microsoft Certifications, Cisco, CISSP, CEH, Amazon AWS, etc.)
