Technical Support Engineer

About This Role

Driving customer success in the cybersecurity industry is the core of this dynamic and proactive Technical Support Engineer role. You will work closely with valued customers to diagnose and address post-sales technical challenges, applying standard troubleshooting frameworks, diagnostic tools, and technical criteria to drive effective resolutions. Your ability to clearly articulate technical issues will enable effective collaboration with both customers and internal engineering teams, helping customers maintain a stable and secure posture.

Responsibilities

• Deliver high-quality technical assistance to customers, performing troubleshooting, configuration verification, and diagnostics to ensure timely resolution of networking and security issues
• Take practical ownership of support cases from initiation to resolution, isolating faults and executing root-cause analysis while maintaining consistent documentation in the ticketing system
• Replicate customer network issues and validate configurations by systematically simulating network topologies in a lab environment
• Partner with cross-functional support teams, Account teams, and QA/Engineering to report product defects, file clean bug reports, and track issue updates
• Contribute to the collective expertise of the organization by documenting new technical findings, configuration steps, and troubleshooting techniques in the internal knowledge base
• Actively leverage internal AI-powered diagnostic utilities, automated log analyzers, and machine learning search tools to expedite knowledge retrieval, optimize case troubleshooting, and decrease time-to-resolution

Requirements

• 2–4 years of experience in a customer-facing technical support, network operations, or network security environment
• Bachelor’s degree in Computer Science, Information Technology, or related technical field, or equivalent practical/military experience
• Strong practical knowledge of the TCP/IP suite, local/wide area networks (LAN/WAN), general routing/switching operations, and core protocol functions (such as VLSM, CIDR, DHCP, and NAT)
• Hands-on experience capturing, analyzing, and interpreting packet traces using standard network diagnostic tools (e.g., Wireshark, tcpdump) to isolate performance or connectivity anomalies
• Practical experience diagnosing and support-executing Remote Access VPN solutions, including IPsec and SSL technologies
• Foundational understanding of enterprise authentication frameworks and directory protocols (e.g., RADIUS, TACACS+, LDAP)
• Proven ability to balance a fluctuating queue of incoming support cases, prioritizing tasks effectively based on customer severity levels and established SLAs

Nice to have:

• CompTIA Security+ or an introductory Cybersecurity Fundamentals certification