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Senior Technical Support Engineer

Senior Technical Support Engineer

RedSealWashington, DC, US
20 hours ago
Job type
  • Full-time
Job description

Job Description

Job Description

About RedSeal. RedSeal, the pioneer in network exposure analytics, delivers actionable insights to close defensive gaps across your entire network, in the cloud and on premises.  Defenders gain the upper hand by knowing their cyber terrain better than their adversaries. RedSeal’s patented analytics explain what is left open, and what it takes to block it, so defensive teams can react faster, spend less effort on compliance, and stay ahead.  Hundreds of Fortune 1000 companies and more than 75 US federal agencies, including 5 branches of the US military, depend on RedSeal for exceptionally secure environments. Visit www.redseal.net to learn more.

Role Summary

We are currently seeking an enthusiastic, motivated individual to join our team of highly skilled support engineers. As a Senior Technical Support Engineer, you will be an integral member of a team responsible for quickly resolving highly complex technical issues. Your role will be critical in maintaining the trust of our customers. In this role, you will be the voice of the company and the technical expert who leverages technical skills and creativity to solve our customers’ issues and ensure their overall success and satisfaction.

Our support culture is a proactive one; we believe in keeping close relationships with our customers and looking for people who enjoy high touch customer engagement and technical challenges. Be ready to hit the ground running with your technical capabilities, critical and creative thinking, and fast-paced problem-solving skills!

About You

  • Customers matter to you and guiding them to success gives you a personal sense of achievement.
  • You have a voracious appetite for technical knowledge and prefer independent learning with mentorship but know when to ask for help.
  • Your work is essential to you, so you take ownership of issues and follow-through in helping your customers be successful.
  • You can balance your drive to find the root cause of an issue with a recognition that a timely solution for the customer comes first.
  • When listening to customer descriptions of issues, you take the time to understand the context of the customer request. You know that customers sometimes pursue a solution to a problem without realizing that there is a better way to achieve their end goal.
  • You work well with others, recognizing that your combined strengths will help your customers and the team be successful.

Essential Responsibilities

Your primary responsibility is to delight customers by providing outstanding customer service by solving problems quickly, helping customers avoid problems, and ensuring customers get value from RedSeal products. Responsibilities include, but are not limited to, the following :

  • Work with customers via phone, email, and Web conferencing.
  • Own customer technical support cases from open through to resolution.
  • Review network device config files, server logs, and other data sources to replicate and / or troubleshoot technical issues; establishing the root cause of problems and documenting solutions or workarounds across a range of networking, security, and integration environments.
  • Keep customers informed on the progress of open cases via timely and high-quality updates.
  • Document and review knowledge base articles and training materials.
  • Mentor and Coach other engineers on the team for continuous improvement of technical and client interaction skills.
  • May be required to be on-call on a rotating basis.

    • Required Qualifications / Skills

  • Experience supporting Network Device Management Technologies / Network Configuration Management Technologies; especially in a cybersecurity context.
  • Minimum of 4+ years of Technical Services experience in customer-facing and technical support role.
  • Demonstrated intellectual curiosity; Problem-solving and technical aptitude that allows you to learn quickly when facing new problems and challenges.
  • Passionate about delivering high quality service to customers, with a focus on continuous improvement.
  • Excellent customer-relationship skills :   responsiveness, sensitivity and diplomacy. Able to deal with difficult customer situations.
  • Superior written and verbal communication skills are a must. Proficient with presenting information to others. Excellent attention to detail.
  • Strong relationship management skills, effectively establishing empathy with customers through insight into their business drivers and expectations.
  • Comfortable working independently and collaboratively. Strong track record of following-through on commitments.
  • Self-motivated with a strong desire to reach your potential and grow your career at RedSeal with further opportunities.
  • Bachelor’s Degree in computer science or “STEM” Majors (Science, Technology, Engineering, and Math) preferred.

    • Preferred Areas of Interest

    We highly value the ability to assimilate new and evolving technologies rapidly; and you'll find RedSeal offers a productive environment for you to learn. Preferred examples of experience, skill, and knowledge areas of interest include :

  • Experience with REST API
  • Experience with Virtualization platforms : VMware VCenter, VMware ESXi, Oracle Virtual Box, KVM Virtualization, Microsoft Hyper-V virtual appliance.
  • Cloud Computing : AWS (GovCloud), Microsoft Azure, Google Cloud.
  • Strong Networking knowledge and experience. CCNA Certification a plus.
  • AI / ML as applied in technical self-service and customer support operations.

    • Additional Job Details

  • This is a remote, work-from home position – must be available during East Coast Time Zone hours.
  • Our contracts with the Federal Government require that this position holder must be a United States citizen.

    • The Perks

  • Competitive compensation
  • Health Benefits : Medical, Dental, Vision, Life, STD / LTD, and AD&D
  • Flexible PTO policy
  • Fidelity 401K
  • Collaborative and innovative environment
  • Leadership that supports and encourages professional growth and development

    • EQUAL OPPORTUNITY EMPLOYMENT

    RedSeal is proud to be an equal opportunity employer dedicated to pursuing and hiring a diverse workforce.

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