Technical Support Engineer

Job Description

Role Overview:

Skyhigh seeks a Technical Support Engineer for Skyhigh Security Cloud Products. You show an experience and appetite for learning new technologies, evidenced by the ability to expand upon core knowledge. This is a great opportunity for someone with patience and an empathetic view of the customer to hone their skills and grow their career providing value to customers while working with an industry leader in Security technology. Drive customer success and satisfaction by solving the complex challenges with Security- Centric Solutions. Provide a differentiated service experience with customer - relevant outcomes through integrated solutions and support. Enable Customers to operate and realize outcomes for solutions by creative solutions.

Job Responsibilities:

• Interact with the Skyhigh Security Cloud customers via phone/email and provide the highest level of urgency to resolve customer issues in timely manner.
• Provide remote support on our product and resolve product related issues during POC & post-deployment phase, through researchand troubleshooting.
• Debugging system level problems in a multi-vendor, multi-protocol network environment with high- level technical expertise on complex issues.
• Work closely with Support Escalation engineers to resolve critical issues
• Evaluate the scope for timely escalation and ensure that critical problems are addressed as per the priority.
• Document all technical issues, analysis and communication with the customer and ensure that the documentation is crystal clear with action items, CTAs etc

Primary Skills:

• Excellent communication and customer management skills
• Good understanding of OSI Model, TCP/IP protocol suite (IP, ICMP, TCP, UDP, SNMP, FTP, TFTP,SMTP).
• Excellent understanding on application layer protocols (HTTP-HTTPs/SSL), PKI,Network Security Firewalls/Proxy and SIEMs
• Understanding of cloud platforms like Azure, O365 suite, AWS, Salesforce is desired
• Good understanding of Linux/Unix
• Knowledge of Java and SQL is a plus
• Scripting language (e.g. Perl, python) is a plus

Essentials:

• 2+ years of technical support experience in large enterprise space with solid understanding of technical support processes, customer management/handling skills & ability to work under pressure and in shifts .
• The ideal candidate will be an die-hard Engineer, who is a self-starter, with excellent interpersonal, communication, presentation, documentation, problem solving and troubleshooting skills.
• Quality focus, result & goal orientation in a group situation and commitment to customer delight are a must.
• Sound fundamentals of TCP/IP, HTTPs, SSO-SAML, SAAS understanding and in-depth knowledge of Networking & Security Concepts.
• Should be flexible to work in shift.