Description
Technical Support Engineer
Department: Customer Success
Employment Type: Full Time
Location: Austin, TX
Description
Portnox is a fast-growing, VC-backed cybersecurity company delivering must-have SaaS solutions. Headquartered in Austin, Texas, we operate globally with a large, remote workforce. As we scale, we seek a network-savvy Technical Support Engineer to enhance our customer experience, streamline processes, and ensure 24/7 support coverage.
Candidates from the following states will be considered for a fully remote role in Texas, Nevada, New Mexico, Georgia, N. Carolina, Virginia, or Pennsylvania. This role is collaborating with hybrid teams based in Austin, TX. Preference is given to candidates in Texas for collaboration with our hybrid teams.
Candidates from the following states will be considered for a fully remote role in Texas, Nevada, New Mexico, Georgia, N. Carolina, Virginia, or Pennsylvania. This role is collaborating with hybrid teams based in Austin, TX. Preference is given to candidates in Texas for collaboration with our hybrid teams.
Role Overview:
This role supports cybersecurity SaaS products through network administration, complex system configurations, technical troubleshooting, customer onboarding, and product integrations. As an experienced network administrator, you will manage escalations, advise customers, and assist with integrating authentication repositories, MDM solutions, and SIEM platforms. Success requires independent problem-solving, technical expertise, and the ability to thrive in a fast-paced environment with minimal formal training.
Key Responsibilities
- Network Admin Expertise: Network device configuration proficiency via GUI & CLI (required).
- Troubleshooting & Diagnosis: Analyze and assist customers in resolving complex network challenges related to SaaS product configurations.
- Customer Escalation Management: Address escalated customer issues urgently, ensuring prompt resolutions and delivering exceptional service.
- Product Expertise Development: Acquire and maintain advanced technical knowledge of Portnox solutions to effectively support troubleshooting and problem resolution.
- Issue Tracking: Document, monitor, and manage customer issues through to resolution while adhering to SLA requirements.
- Defect Reporting: Identify, document, and escalate technical defects and challenges for resolution.
- Customer Communication: Deliver clear, consistent, and timely updates throughout the issue resolution process.
- Documentation Maintenance: Develop knowledge base articles and technical resources to enhance self-service options for customers.
- Cross-Team Collaboration: Advocate for the customer by providing valuable insights to influence product improvements, feature enhancements, and usability.
Required Skills, Knowledge, and Expertise
Strong Network Administration focus, network hardware management, and software configurations. The following are critical requirements and are weighted for hiring purposes:
- Network Software Configuration Expertise: CLI and GUI (20 pts)
- Configure Network Devices: Routers, Switches, Access Points (APs), Firewalls (20 pts)
- Network Security: Certificate Authentication, Firewall Configuration and VPN (10 pts)
- Authentication Methods: MFA and Certificate-based Authentication (802.1x) (10 pts)
- Monitoring & Troubleshooting: Traffic analysis with Wireshark (or other) (10 pts)
- Network Protocols: DNS, DHCP, 802.1x Authentication and TCP/IP (5 pts)
- Authentication Repositories: LDAP, AD, Azure AD (5 pts)
- Identity Federation and SSO (Single Sign-On): SSO and Federated Identity (5 pts)
- MDM Solutions: Intune, JAMF or SCCM (5 pts)
Additional Expertise and Skills Required:
- Customer-Facing Experience: Demonstrated experience in direct customer interaction roles, showcasing excellent written and verbal communication and strong interpersonal skills.
- Team Player with Self-Sufficiency: Able to collaborate effectively in a team environment while working independently with minimal supervision.
- Analytical Thinking & Problem Solving: Possesses advanced analytical skills to diagnose complex issues and provide effective solutions.
- Research & Troubleshooting Abilities: Skilled in researching and troubleshooting technical challenges to resolve customer issues efficiently.
- Technical Writing Expertise: Experience creating knowledge base (KB) articles and technical documentation to contribute to internal and external knowledge sharing.
Advantage
- 2+ years’ experience in network support
- CCNA or equivalent certifications
- Experience with Knowledge-Centered Service (KCS)
- Project Management experience
Additional Requirements
- Ability to manage time effectively and prioritize multiple issues.
- Comfortable working in a dynamic environment with changing customer needs.
- Willingness to learn and stay updated with emerging networking and security technologies.
Why Join Us
- Opportunity to make a significant impact on the operations of the company.
- Collaborative and dynamic work environment with opportunities for professional growth and development.
- Competitive compensation and benefits package.
