| It Support Engineer L2

Responsibilities

Respond to customer inquiries and technical problems through web portal, live sessions, and telephone.

Address customer business needs and technical issues through diligent research, reproduction, and troubleshooting while applying acquired knowledge.

Document all technical inquiries. Develop and review content for knowledge sharing for both internal purposes and customer facing platforms.

Work directly with other global support colleagues, security services, sales, operations, and administration to ensure the longterm success of our customers and the company.

Qualifications

At least 3-5 years of experience in Technical Support, System Administration, or a similar position in a software company.

3+ years of experience at a SaaS or security vendor in a consultancy or advisory role

Thorough knowledge of Microsoft Windows server platforms (2016/2019/2022) with an emphasis on Windows Servers administration, Active Directory, IIS,RDS, and GPO in enterprise environments.

Strong knowledge of Linux (RHEL, CentOS) systems and network administration.

Advanced experience with MacOS

Solid knowledge of major communication and authentication protocols: such as HTTP, LDAPs, SAML, SIEM, RESTAPI Radius, SFTP, SSL/TLS, and SSH

Strong technical troubleshooting skills and problem-solving. Demonstrates the ability to think through situations outside the norm and develop appropriate solutions for isolating the root cause.

Excellent communication skills and a passion for providing world-class service.

Ability and desire to learn products and technologies.

Must be able to work independently as well as with others, as part of a domestic and international team.

Participate in on-call rotation on a quarterly basis to provide 24/7 support for customers.

Proficiency in English both written and spoken.