We are looking for a technical support engineer to provide enterprise level support for our Software Defined Perimeter (SDP) solution. Due to the level of integration our zero-trust platform has with network architectures, we need engineers with deep networking and troubleshooting skills to ensure our security solution continues to successfully meet our customer’s cybersecurity needs. This role will focus on the support of our federal customer base, which requires a US Citizen that lives in the Contiguous United States (CONUS).

As a technical support engineer, you will work closely with our customer’s IT Administrators, Network Engineers, CIOs, and CSOs, as well as our internal Deployment and Development teams. You will become intimately knowledgeable about our SDP Solution, its capabilities and why it has become a core component for many companies’ security postures.

Responsibilities:

• Support customers to troubleshoot and return to service their SDP deployment, assist with software configuration and standard methodologies becoming a subject matter expert in the SDP solution.
• Facilitate software deployment in a customer environment and troubleshoot remote installation of the product.
• Collaborate regularly with our development team to analyze log files and identify potential root causes and troubleshooting steps.
• Improve service reliability through root cause analysis and post mortem / after action.
• Develop professional written and oral presentations as well as documentation to build up our public customer knowledge base.
• Test and reproduce customer issues in internal and cloud-based lab environments using network simulation and validation tools Work with support’s case management systems to ensure STS delivers top support services.
• With a focus on Federal customers, collaborate with other team members in creation of customer specific documentation, attend regular customer meetings, perform incident review and trend analysis, assist with planning and execution of changes and upgrades.
• Participate in an on-call rotation

Technical Qualifications:

• experience in configuring, supporting and managing broad and complex networks including:
• Operations - TCP and UDP, and NAT
• Knowledge of packet “sniffer” or protocols capture utilities like Wireshark and TCP dumps
• Protocols
• Technologies - IPsec, SSL, Site-to-Site VPN, Remote Access VPN
• Protocols - LDAP, SAML, Radius, MFAs
• experience
• experience (AWS, Azure, GCP, VMWare, OpenStack)
• with Windows, MAC OS, and Linux.
• and configuring networking and security components including security appliances, Firewalls, Switches and Intrusion Detection/ Intrusion Prevention Systems from multiple vendors such as Cisco, Checkpoint, Palo Alto, Crowdstrike and ZScaler.
• Customer Support Background.
• experience managing a Zero Trust environment.
• and/or Javascript knowledge.

Functional and personal skills:

• Excellent verbal and written communication skills with the ability to bridge technical/business stakeholders
• At least 5 years of successful technical support experience
• The ability to be a cross-functional team player, who can work independently and can quickly adapt to any situation
• Customer service oriented and able to work with multiple projects at the same time
• Passionate about problem solving and have good commercial sense when communicating with customer