Role Summary:
* This is a customer-facing position responsible for resolving product issues faced by customers and escalating to the support team when necessary.
About the Role:
The ideal candidate will have most of the following qualifications:
* A bachelor's degree in an IT discipline or at least 3 years of experience in the IT industry.
* CCNA, Network+, or equivalent certifications.
* A strong understanding of DHCP, DNS, and VLANs.
* Network operations center experience.
* Customer-facing experience.
Main Responsibilities:
The successful candidate will be responsible for supporting customers experiencing difficulties with our products via phone and online tools. This includes triaging customer requests, applying playbook-driven solutions, documenting new issues found during troubleshooting, and providing after-hours coverage for emergency situations.
We strive to maintain a collaborative and inclusive work environment that values diversity of thought, background, and culture.
In addition, we prioritize customer satisfaction with over 7,000 worldwide customers and more than 2,000 global channel partners.
This role plays a crucial part in helping us achieve our goal of bold growth and shaping the future of security operations.