Job Title:
Technical Support InternAbout 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:
-As a Graduate Trainee Engineer, Tech Support for Skyhigh Security Engineering Group, you will apply your technical skills and learn from experienced professionals to contribute to product support, system support, and other relevant technical projects.A little about the role:
As a Graduate Trainee Engineer, Tech Support for Skyhigh Security Engineering Group, you will apply your technical skills and learn from experienced professionals to contribute to product support, system support, and other relevant technical projects.
In this role:
You will be needed to interact with the Skyhigh Security Cloud customers via phone/email and provide the highest level of urgency to resolve customer issues in a timely manner. Provide remote support on our product and resolve product-related issues during the 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 and CTAs.
Key Responsibilities:
● Work with the rest of the support team to help customers with product issues and how-tos
● Engage with cross-functional groups to drive resolution on defects & backend tasks
● Understand the issue criticality and escalate to the right group as needed
● Document technical analysis and communication with customers with accuracy. ● Contribute to the knowledge base
Required Skills & Knowledge:
● Currently pursuing a degree in Computer Science, Engineering, or a related discipline.
● Ability to multitask and work under pressure
● Understanding of networking protocols like TCP/IP, DNS, SSL, SAML, and how the internet works
● Understanding of databases.
● Strong analytical and problem-solving skills, with the ability to learn quickly.
● Willingness to work in shifts
Desirable Skills:
● An understanding of cloud platforms like Azure, the O365 suite, AWS (Amazon Web Services), and Salesforce
● Understanding of Windows/Linux/Unix/MacOS
● Knowledge of Java and SQL will be a plus
● Scripting language (e.g., Perl, Python) knowledge
Learning Outcomes:
● Exposure to the vital and growing Security Service Edge (SSE) domain
● Understanding of Cloud technologies
● Cybersecurity & networking experience
● Experience of working with cross-functional teams and learning from them
● Practical use of modern tech support tools and methods.
● Opportunity for a full-time role based on performance.
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