Technical Support Engineer

About the position

The Technical Support Engineer will be responsible for troubleshooting and developing technical solutions related to Lancope's product solutions for our customers, partners, and field engineers. This role will provide deployment, post-sales, and ongoing system support to our customers, partners, and field engineers. The Technical Support Engineer must be a motivated self-learner and team player. This position reports to the Director of Customer Support.

Responsibilities

• Deliver global engineering support to customers, partners, and field engineers for the Lancope product line.
• Support the operational needs of customers using Lancope products for network security and forensics.
• Proactively suggest new ideas and changes that customers can implement to increase their consumption and adoption of the Lancope product line.
• Assist Lancope customers in achieving their stated outcomes with the Lancope product line.
• Manage successful new product installations and upgrades for customers.
• Achieve subject matter mastery of Lancope's product line and associated technologies.
• Manage escalations and issues with customers and internal resources.

Requirements

• Bachelor's degree or equivalent work experience or a combination of education and experience
• Strong analytical, problem solving, written/verbal communication and organizational skills.
• Knowledge of Linux/Solaris/UNIX operating systems and server hardware.
• Strong knowledge of IP-related protocols including TCP/IP, UDP, IPSEC, VLANs, and OSI layers.
• Knowledge of network architecture and protocols including routing, switching, and firewall technologies.

Nice-to-haves

• Experience with remote customer support and case management a plus.
• Enterprise security solution experience and networking background a bonus.