Technical Support Engineer

• Perform troubleshooting scanning errors, analysing false positives/negatives, and resolving reporting discrepancies. You will also manage the full application lifecycle, including initial installation, plugin updates, and pre-production upgrade testing, while supporting essential integrations such as SMTP, LDAP, and asset targeting.
• Utilize ticketing systems (e.g. Salesforce) to manage customer service requests by logging, prioritizing, and tracking them from submission to resolution which includes escalation per support guidelines and procedures.
• Troubleshoot and resolve complex issues and handle requests for the customer relating to the product solution.
• Ensure customer feedback is properly channelled into Product Management and Research & Development.
• Create and contribute to knowledge base articles, best practices recommendation and troubleshooting guide.
• Collaborate with internal stakeholders/ cross functional partners such as SMEs, Sales, Customer Advocacy, Research & Development, and Operations to troubleshoot and resolve cases efficiently.
• Ensure SLA for ticket raises are met with high quality of work.

Minimum Technical Skills Requirements

• Linux: Red Hat Enterprise | Cent OS | Debian: Good understanding of Command Line Interface, SSH Authentication and SSH privileges | Linux Administration.
• Windows Server Administration: General knowledge on Active Directory, its use in Windows Environment, Credentials scan, Windows Management Instrumentation service, Registry editor, System Shares: IPC$, Windows credentials scanning knowledge.
• Networking: OSI Model, TCP/IP 3-way handshake, Packet captures via Wireshark packet analysis. Knowledge on SSH, Http and how to set up a Public Key authentication. | Intermediate
• Cloud: Microsoft Azure Active Directory to run credential scans, run a vulnerability scan. | Beginner Good to have complimentary skills
• Knowledge on how to install devices via CLI on Linux
• Foundation of database technologies and knowledge on how authentication works
• Firewalls: Brocade, Cisco, FortiGate, Palo Alto, basic understanding of concepts around firewall technology.
• Virtualization: Hyper V and VMWare to run Nessus scans.