Associate Technical Support Engineer

Role Overview:
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 research and 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.To Fly High in this role, you have:

A bachelors degree in computer science or information technology with 1-4 years of technical support experience in a large enterprise organization.

An excellent understanding of technical support processes and customer management

Superior multi-tasking skills with a strong ability to work well under pressure

Solid grasp of TCP/IP, HTTPs, SSO-SAML, SAASunderstanding

Excellent in-depth knowledge of Networking & Security Concepts

A strong demonstrated detail-orientation toward quality, results, and goal achievement

An excellent understanding of OSI Model, TCP/IP protocol suite (IP, ICMP, TCP, UDP, SNMP, FTP, TFTP, SMTP

An excellent understanding on application layer protocols (HTTP-HTTPs/SSL), PKI, Network Security Firewalls/Proxy and SIEMs

Demonstrated experience in packet capture/analysis with tcpdump and Wireshark

Demonstrated experience in reading and analyzing log files

It would be great if you also have:

Industry relevant certification such as AWS, Azure, GCP (Google Cloud Platform), CISSP, Cisco, CEH (Certified Ethical Hacker)

Knowledge of Java and SQL

Scripting language (e.g., Perl, python) experience

An understanding of cloud platforms like Azure, O365 suite, AWS (Amazon Web Services), Salesforce

A good understanding of Linux/Unix

Company Benefits and Perks:
We believe that the best solutions are developed by teams who embrace each other's unique experiences, skills, and abilities. We work hard to create a dynamic workforce where we encourage everyone to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.

Retirement Plans

Medical, Dental and Vision Coverage

Paid Time Off

Paid Parental Leave

Support for Community Involvement