Technical Support Engineer

Job Title:

Technical Support Engineer

About Skyhigh Security:

Skyhigh Security is a dynamic, fast-paced, cloud company that is a leader in the security industry.  Our mission is to protect the world’s data, and because of this, we live and breathe security. We value learning at our core, underpinned by openness and transparency. 

Since 2011, organizations have trusted us to provide them with a complete, market-leading security platform built on a modern cloud stack. Our industry-leading suite of products radically simplifies data security through easy-to-use, cloud-based, Zero Trust solutions that are managed in a single dashboard, powered by hundreds of employees across the world. With offices in Santa Clara, Aylesbury, Paderborn, Bengaluru, Sydney, Tokyo and more, our employees are the heart and soul of our company. 

Skyhigh Security Is more than a company; here, when you invest your career with us, we commit to investing in you. We embrace a hybrid work model, creating the flexibility and freedom you need from your work environment to reach your potential. From our employee recognition program, to our ‘Blast Talks' learning series, and team celebrations (we love to have fun!), we strive to be an interactive and engaging place where you can be your authentic self. 

We are on these too! Follow us on LinkedIn and Twitter@SkyhighSecurity.

Role Overview:

Interact with the Skyhigh Security Cloud customers via phone/email and provide the highest level of urgency to resolve customer issues in timely manner. Provide remote support on our product and resolve product related issues during POC & post-deployment phase, through research
and troubleshooting. Debugging system level problems in a multi-vendor, multi-protocol network environment with high- level technical expertise on complex issues. Work closely with Support Escalation engineers to resolve critical issues. Evaluate the scope for timely escalation and ensure that critical problems are addressed as per the priority. Document all technical issues, analysis and communication with the customer and ensure that the documentation is crystal clear with action items, CTAs.

About the role:

• Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems.

• Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. 

• Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training.

• Provides support to customers/users where the product is highly technical or sophisticated in nature such as with systems level software where the user has a technical background otherwise, this position would generally interact with product support when the customer’s problem cannot be resolved directly.

To Fly High in this role, you have:

• A bachelor’s degree in computer science or information technology with 1-4 years of technical support experience in a large enterprise organization.
• An excellent understanding of technical support processes and customer management
• Superior multi-tasking skills with a strong ability to work well under pressure
• Solid grasp of TCP/IP, HTTPs, SSO-SAML, SAAS understanding
• Excellent in-depth knowledge of Networking & Security Concepts 
• A strong demonstrated detail-orientation toward quality, results, and goal achievement
• An excellent understanding of OSI Model, TCP/IP protocol suite (IP, ICMP, TCP, UDP, SNMP, FTP, TFTP, SMTP
• An excellent understanding on application layer protocols (HTTP-HTTPs/SSL), PKI, Network Security – Firewalls/Proxy and SIEMs
• Demonstrated experience in packet capture/analysis with tcpdump and Wireshark
• Demonstrated experience in reading and analyzing log files

It would be great if you also have:

• Industry relevant certification such as AWS, Azure, GCP (Google Cloud Platform), CISSP, Cisco, CEH (Certified Ethical Hacker)
• Knowledge of Java and SQL
• Scripting language (e.g., Perl, python) experience
• An understanding of cloud platforms like Azure, O365 suite, AWS (Amazon Web Services), Salesforce
• A good understanding of Linux/Unix

Company Benefits and Perks:

We believe that the best solutions are developed by teams who embrace each other's unique experiences, skills, and abilities. We work hard to create a dynamic workforce where we encourage everyone to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.

• Retirement Plans

• Medical, Dental and Vision Coverage

• Paid Time Off

• Paid Parental Leave

• Support for Community Involvement

We're serious about our commitment to a workplace where everyone can thrive and contribute to our industry-leading products and customer support, which is why we prohibit discrimination and harassment based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.