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Technical Support Engineer, Secure Access

extra holidays - extra parental leave
Remote: 
Full Remote
Contract: 
Full time
Work from: 
United Kingdom

Offer summary

Qualifications:

4-5 years of experience in networking support, preferably client-server experience., Strong foundation in software support and IP network configuration and troubleshooting., Proficiency with IP networking concepts and protocols, including LAN/WAN, TCP, UDP, and firewalls., Excellent verbal and written communication skills, with a passion for problem-solving and technology..

Key responsabilities:

  • Resolve customer technical issues for Secure Access products using strong customer service skills.
  • Manage multiple complex technical issues simultaneously and document product bugs and feature requests.
  • Communicate solutions to customers of varying technical abilities in a professional manner.
  • Participate in team meetings and share knowledge to assist in troubleshooting and improve support processes.

Absolute Software logo
Absolute Software Cybersecurity SME https://www.absolute.com/
501 - 1000 Employees
See all jobs

Job description

Description

The Technical Support Engineer resolves customer technical issues in a timely and effective fashion for Absolute’s corporate Secure Access products using strong customer service and technical skills. As such, technical aptitude, empathy, and ability to manage multiple concurrent issues are crucial.
 
We operate a follow-the-sun support model with our other support centers and some working hour’s flexibility is required – including periodic on-call requirements - but there are no swing shifts, or night shifts in the normal rotation.
 
You will be joining a team of accomplished support professionals that are respected across the organization for the value they bring to our customers and to the Absolute business.
What You’ll Do:
  • Use analytical skills and creativity to investigate and resolve customers' technical issues.
  • Manage multiple complex technical issues simultaneously.
  • Develop expertise in using and supporting Absolute’s products and technologies, including wireless networking products.
  • Investigate, document, and track product bugs and customer feature requests.
  • Utilize diagnostic tools and debug files from customers.
  • Duplicate issues within a lab environment.
  • Participate actively during team meetings and reach out independently to other team members, sharing knowledge and assisting in troubleshooting.
  • Identify and prepare information for posting on the technical support web site and/or inclusion in technical documentation.
  • Identify trends in issues and make recommendations for ways to eliminate or reduce high frequency issues, streamline the support process, or reduce utilization of developer time.
  • Communicate solutions to customers of varying technical abilities in a professional manner. 
  • Protect the security and privacy of Absolute and its customers  
What You’ll Need:
To do well in this position it is important that you have a strong foundation in providing software support and in IP network configuration and troubleshooting.  For that reason, Absolute requires that you have 4-5 years of experience in networking support (client-server experience preferred).  It is also important that you are a self-starter, and able to work independently with limited direction.  You must have: 
  • Experience using a case management system and keeping case records up to date.  Experience with Salesforce.com is a definite plus. 
  • Ability to work independently and self-motivated to continue improving your technical skills.
  • Proficiency with IP networking concepts and protocols:
    •  LAN / WAN networking concepts including IP, TCP, UDP, ICMP, routing, and firewalls.
    •  LAN / WAN equipment installation, configuration, and troubleshooting.
  • Self-motivated quick learner with enthusiasm for customer satisfaction.
  • Hands-on experience with network protocol analyzers (NetMon, Wireshark, etc.).
  • Strong working knowledge of various Operating Systems, including installation, configuration, and authentication methods; (Windows, iOS, OSX, and Android)
  • Understanding of virtualization software is a plus; (VMWare, Nutanix, etc.)
  • A demonstrated passion for problem-solving and technology.
  • General understanding of authentication methods such as NTLM, SAML, RADIUS, PKI specifically PEAP, PEAP-TLS and RSA token methods.
  • Experience in configuring wireless networks and VPNs.
  • Excellent verbal and written communication skills, analytical ability, and organizational skills.
  • Demonstrated ability to read and interpret technical documentation, debug files, and related information.
  • Experience writing short technical documents and/or knowledge base articles a plus. 
Additional consideration given to candidates with one or more of the following:
  • Any experience consulting in the mobility area, specifically on infrastructure and network design.
  • Experience with MDM Technologies
  • Experience with Cloud Infrastructure (Azure)
Why Work For Us:
You’re resilient and passionate about securing the Work from Anywhere era.
So are we.      
      
We’re in search of the best and the brightest – everyone from innovators, sellers and marketers to financers, operators and especially customer relationship managers – we’re looking for top tier talent to help us shape the next decade of security, drive innovation that enables customers with truly disruptive solutions and are dedicated to making a meaningful difference.      
Headquartered in Seattle, Washington with international offices in Vancouver - BC, Austin - TX, Boulder - CO, Ankeny – IA, Reading - UK and Ho Chi Minh City – Vietnam, Absolute Security accelerates customers’ shift to work-from-anywhere through the industry’s first self-healing Zero Trust platform, ensuring maximum security and uncompromised productivity. Only Absolute is embedded in more than half a billion devices, offering a permanent digital connection that intelligently and dynamically applies visibility, control and self-healing capabilities to endpoints, applications, and network access to ensure their cyber resilience tailored for distributed workforces.      
      
Our vision is to be the world’s most trusted security company – and to empower end users to connect securely and from anywhere, to all the applications they need to collaborate and get their work done, without interruptions and with an optimal network experience. Absolute currently serves approximately 16,000 customers with more than 13 million activated endpoints globally. G2 recognized Absolute as a Leader in the Winter 2022 Endpoint Management and Zero Trust Networking Grid Reports, reflecting our continued customer satisfaction across product lines. To learn more about Absolute, visit our website at www.absolute.com or visit our YouTube channel

Absolute Security Inc. is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. If you need assistance or an accommodation due to a disability, you may contact us at [email protected]

Required profile

Experience

Industry :
Cybersecurity
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

Computer NetworksHelp Desk SupportWireless NetworksSalesforceCase Management SystemsVirtualizationProtocol AnalyzerNetwork SupportVirtual Private Networks (VPN)Computer SystemsLAN SwitchingCloud Computing

Other Skills

  • Customer Service
  • Problem Solving
  • Organizational Skills
  • Communication
  • Analytical Skills
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