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Description
The Technical Support Team is responsible for managing prompt resolution of global customer and partner service requests in a highly secured environment. The Technical Support Engineer (TSE) works closely with Development, QA, Operations, Customer Service, Finance, Sales, and Alliances to ensure high levels of customer satisfaction with all transactions. The primary function of this position is to ensure that each customer interaction is a friendly and professional experience, that addresses the needs of the customer in all stages of the customer service life cycle within Qualys. Customer relationship building and teamwork are key success criteria for this role. The TSE will provide support via phone, email, and WebEx focused on the Qualys Cloud Agent used in conjunction with the Qualys Services.
We are looking for passionate, self-motivated technical individuals that have the desire and capability to think outside the box to solve complex problems. The Technical Support Engineer acts as the main point of contact regarding technical issues and will work directly with Development and QA teams to facilitate resolution. This role will suit an individual who excels in a challenging and dynamic environment, enjoys providing world-class support, and is technically motivated.
Qualifications
The ideal candidate will have strong hands-on networking knowledge and have at least 1-2 years of previous experience in a technical support role and must be able to adapt quickly to any technical challenge. You must have a strong Windows foundation and/or solid Linux/Unix experience in an enterprise environment. Candidate must be passionate about security, and individuals with CISSP/CEH or equivalent are preferred. The applicant will have a deep understanding of network services, and how they work from a protocol/configuration level.
Required:
1-2 years of experience in a technical support role.
Unix/Linux experience in an enterprise environment.
In-depth TCP/IP understanding.
LAN/WAN infrastructures.
Common OS services(IIS, BIND, Apache, AD, WINS, Samba, SSH).
Strong knowledge of current firewall, Intrusion Detection System technologies, and Network Vulnerability Scanners.
Windows Active Directory authentication and security.
Knowledge of Samba/Active Directory integration
CIFS, DNS, ACL, server/client configuration.
Outstanding troubleshooting and analytical skills.
Excellent written and verbal communication skills.
Splunk usage including but not limited to log queries and report/dashboard generation
Bachelor of Science, preferably with a major in Computer Science or equivalent experience
Preferred:
Knowledge of Cloud Platforms AWS, Azure, and GCP user management
Experienced with packet capture review and diagnosis.
Previous API support and Regex knowledge.
Scripting experience (Bash, Python)
Knowledge of major web server software (IIS, Apache, WebSphere, Tomcat, WebLogic), UNIX/Windows web services, and diverse platforms and applications (Linux, Windows 2003/2008, Windows NT, Novell, Lotus Notes, Mac OS).
Oracle and Microsoft SQL knowledge highly desirable.
CCNA, MCSE, CISSP, CompTIA Security , and CEH highly desirable.
Bilingual candidates highly desirable (Spanish, French, German, Chinese, Portuguese)
Experience with Customer Support and Development Tools (Salesforce, Jira, etc.)
Qualys is an Equal Opportunity Employer, please see our EEO policy.
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What We Do
Qualys, Inc. (NASDAQ: QLYS) is a pioneer and leading provider of disruptive cloud-based security, compliance and IT solutions with more than 10,000 subscription customers worldwide, including a majority of the Forbes Global 100 and Fortune 100. Qualys helps organizations streamline and automate their security and compliance solutions onto a single platform for greater agility, better business outcomes, and substantial cost savings.
The Qualys Cloud Platform leverages a single agent to continuously deliver critical security intelligence while enabling enterprises to automate the full spectrum of vulnerability detection, compliance, and protection for IT systems, workloads and web applications across on premises, endpoints, servers, public and private clouds, containers, and mobile devices. Founded in 1999 as one of the first SaaS security companies, Qualys has strategic partnerships and seamlessly integrates its vulnerability management capabilities into security offerings from cloud service providers, including Amazon Web Services, the Google Cloud Platform and Microsoft Azure, along with a number of leading managed service providers and global consulting organizations. For more information, please visit http://www.qualys.com
