The Technical Support Engineer provides consistent, world-class security, network, and product support for Linx Security products.
Key Responsibilities:
- Provide assistance and support to Enterprise customers with the Elite Support Service Offering by diagnosing issues, identifying root causes, and delivering effective solutions based on issue priority
- Mentor and advise support engineers in diagnosing complex customer issues, improving troubleshooting efficiency and workflow
- Coordinate and manage communications during internal incidents and service degradation events, ensuring internal and external stakeholders receive consistent updates
- Drive critical customer support escalations for complex technical product issues in collaboration with case owners
- Interface with customers via telephone and/or electronic communications regarding system configurations, 3rd-party integrations, product functionality, software defects, and enhancements
- Contribute to the Linx Security knowledge base by creating, reviewing, editing, and publishing articles and internal/external training materials
- Facilitate new product introductions by collaborating with CSEs, R&D, and Product Management to ensure design functionality is documented and support teams are trained
Respond to assistance requests from support engineers, sales engineers, customer success managers, and other internal partners via email, Slack, Jira, Zoom, and other communication channels
Requirements
Qualifications
A successful TSE at Linx must have an understanding of:
- Basic operations in Windows, Linux, and Mac operating systems
- Core concepts of security and vulnerability management
- Networking (TCP/IP)
- Precepts of software support
You should be a passionate problem solver with strong communication skills and the technical confidence to collaborate effectively with R&D and Product Management teams to resolve complex product issues.
Experience:
- 2+ years at a Tier-1 technical support level supporting security/vulnerability solutions
- 2+ years of Linux/Windows server administration and troubleshooting experience
- 2+ years of log file, debug report, and diagnostic file analysis experience
Preferred Skills:
- Ability to write bash, PowerShell, or similar scripts to automate tasks and troubleshooting
- Deep understanding of firewalls and packet-level inspection/troubleshooting
- Working knowledge of Regex
- Working knowledge of SIEM solutions, SQL, and Certificate Authority (CA) infrastructure
Top Skills
What We Do
The Linx Identity Security platform enables identity, security, and IT ops teams to finally control the whole identity lifecycle. A radical departure from legacy identity security solutions, Linx untangles the complex, ever-evolving web of identity security. Integrating smoothly with your IAM stack, Linx pulls together all your organization’s identity data—organizing it neatly to reveal the hidden links between your employees, their digital identities, and the apps, software, platforms, and programs they have access to. Enabling you to continuously reduce your identity attack surface and swiftly close gaps in compliance
