Technical Support Engineer (Nc)

Qualys, Inc. Raleigh , NC 27611

Posted 2 months ago

The Technical Support Team is responsible for managing prompt resolution to global customer and partner service requests in a highly secured environment. The primary function of this position is to ensure that each customer interaction is a friendly and professional experience, which addresses the needs of the customer in all stages of the customer service life cycle within Qualys. Customer relationship building and teamwork are key success criteria for this role.

The Technical Support Engineer (TSE) works closely with Customer Service, Engineering, Finance, Sales, Alliances and Operations to ensure high levels of customer satisfaction with all transactions. Customer relationship building and teamwork are key success criteria for this role. The TSE will provide support via phone, email, and WebEx focused on the Qualys Cloud Agent used in conjunction with the Qualys Vulnerability Management, Policy Compliance, AssetView, and other Qualys Services.

We are looking for passionate, self-motivated technical individuals that have the desire and capability to think outside the box to solve complex problems. The Technical Support Engineer acts as the main point of contact regarding technical issues, and will work directly with Development and QA teams to facilitate resolution. This role will suit an individual who excels in a challenging and dynamic environment, enjoys providing world-class support, and is technically motivated.

Qualifications

The ideal candidate will have strong hands-on networking knowledge and have at least 4 years previous experience in a technical support role and must be able to adapt quickly to any technical challenge. You must have a strong Windows foundation and/or solid Linux/Unix experience in an enterprise environment. Candidate must be passionate about security, and individuals with CISSP/CEH, or equivalent, are preferred. Applicant will have a deep understanding of network services and how they work from a protocol/configuration level with applications such as Apache/IIS is an advantage, as well as Windows AD security administration.

Required:

  • 4+ years of experience in a technical support role.

  • Unix/Linux experience in an enterprise environment.

  • In-depth TCP/IP understanding.

  • LAN/WAN infrastructures.

  • Common OS services(IIS, BIND, Apache, AD, WINS, Samba, SSH).

  • Strong knowledge of current firewall, Intrusion Detection System technologies, and Network Vulnerability Scanners.

  • Windows Active Directory authentication and security.

  • Knowledge of Samba/Active Directory integration

  • CIFS, DNS, ACL, server/client configuration.

  • Outstanding troubleshooting and analytical skills.

  • Excellent written and verbal communication skills.

  • Splunk usage including but not limited to log queries and report/dashboard generation

  • Bachelor of Science, preferably with a major in Computer Science or equivalent experience

Preferred:

  • Systems Management experience (KACE, GPO deployments)

  • Experienced with packet capture review and diagnosis.

  • Previous API support and Regex knowledge.

  • Scripting experience (Bash, Python)

  • Knowledge of major web server software (IIS, Apache, Websphere, Tomcat, WebLogic), UNIX/Windows web services, and diverse platforms and applications (Linux, Windows 2003/2008, Windows NT, Novell, Lotus Notes, Mac OS).

  • Oracle and Microsoft SQL knowledge highly desirable.

  • CCNA, MCSE, CISSP, CompTIA Security+, and CEH highly desirable.

  • Bilingual candidates highly desirable (Spanish, French, German, Chinese, Portuguese)

  • Experience with Customer Support and Development Tools (Salesforce, Jira, etc.)

upload resume icon
See if you are a match!

See how well your resume matches up to this job - upload your resume now.

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Technical Support Engineer

Docker

Posted 7 days ago

VIEW JOBS 1/13/2019 12:00:00 AM 2019-04-13T00:00 Technical Support Engineer Apply now We are seeking a Microsoft focused Technical Support Engineer to provide world-class technical support for Docker technologies. These technologies include Docker Desktop, Docker Engine, Docker Trusted Registry, Universal Control Plane, Docker Swarm, and Kubernetes. You are a friendly, polished communicator who is inherently interested in solving complex problems and delivering a high-level of customer satisfaction with every customer interaction (via help content and tickets). You will work closely with Knowledge Management, Engineering, and Product Management to represent the voice of the customer. Responsibilities: * Become an expert in Docker technologies and customer deployment environments * Create best-in-class help content and proactively perform audits for our publicly-facing knowledge management system * Partner cross-functionally with product management and solution experts to co-develop reference architecture content * Apply advanced troubleshooting techniques (debug and diagnose) on critical, highly complex problems that span multiple layers of the technology stack and multiple operating systems * Engage with the engineering team to resolve technical issues * Identify and recommend process improvements to deliver the highest level of customer satisfaction * Maintain and track detailed records for all customer interactions in our internal ticketing system * Have fun! Qualifications: * BA/BS degree or equivalent practical experience * 3+ years technical support experience * Familiarity with the Microsoft Ecosystem * Extensive experience troubleshooting and configuring Windows OS * Extensive experience troubleshooting Windows based applications * Windows CLI experience - specifically Powershell * Experience with Cloud platforms and providers (Azure, Aws) * Familiarity with Linux distributions and Linux CLI (RHEL, CentOS, Ubuntu, and SLES) * Familiarity with IT automation software such as Puppet, Chef, and Jenkins is a plus * Knowledge of REST API and web applications is a plus * Dev/Ops experience a plus Docker Raleigh NC

Technical Support Engineer (Nc)

Qualys, Inc.