The Product Support Engineer is a customer-facing position that will provide Tier 1 and Tier 2 level product support and engineering assistance to customers, prospects and partners of our client – an industry-recognized leader in the delivery of cybersecurity products and services. Day-to-day activities will be to collaborate with the Support Manager to prioritize and respond to customer support tickets and inbound calls; assist customers with issues related to installation, setup, configuration, use of the product, troubleshooting problems with the product, and investigating product content, logs and error messages to determine a possible resolution.
Strong familiarity and skills in Ubuntu, CentOS, Red Hat and other Linux-based derivatives are a must. Candidate must have demonstrated experience and in-depth knowledge of networking protocols (TCPIP, HTTP, SSL, FTP, DNS, SMB, LDAP, RPC, etc.), virtual environments, network administration and security-related architectures and configurations, such as: service and port management and firewall polices, that can affect product installation and communication to/from scan targets. Skills with RDBMS platforms, like MySQL, Postgres or Oracle, are also a plus – to contribute to investigation of issues with scan results. Candidate must also have a working knowledge in ticket-based systems, like ZenDesk or Remedy, etc. in order to interact with customers and document ticket status and resolution.
Candidate will provide day-to-day customer interface, so strong written and oral communications a must. Candidate may also be given an opportunity to provide product demonstrations to prospective customers, either through Web-ex sessions or attending trade shows. So strong interpersonal skills and the ability to demonstrate and describe product capabilities is preferable.
Optional but a Plus:
Prior experience with or customer support role with vulnerability scanning products (ex. Nessus, SAINT, Qualys) and a basic understanding of vulnerability exposures (CVEs) and severity levels (CVSS), a plus. Knowledge of AWS, Azure and or other Cloud vendors. Working with VMware and Oracle Virtualbox.
Prior experience or knowledge of compliance standards such as PCI, HIPAA, FISMA, SOX
Education: Bachelor’s Degree
Experience: 2-10 years
- 2-5 years for Product Support Engineer
- 5+ years for Senior Product Support Engineer;