Senior Technical Support Engineer

Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!
 
Job Overview:
The Senior Technical Support Engineer - Security Applications will work closely with Development, QA, Operations, Customer Service, Finance, Sales, and Alliances to ensure high customer satisfaction with all transactions. This role is crucial in delivering a friendly and professional customer experience across all stages of the customer service life cycle within Qualys.
The position involves providing support via phone, email, and WebEx for multiple Qualys product modules offered over a SaaS (Software as a Service) platform (Qualys Solutions). We are seeking passionate, self-motivated individuals who can think outside the box to solve complex technical problems.
Key Responsibilities:
Act as the primary technical contact for customers, ensuring timely resolution of technical issues.
Provide in-depth troubleshooting and technical support for security applications and network environments.
Collaborate with Development, QA, and Operations teams to diagnose and resolve product issues.
Engage in customer relationship building to enhance satisfaction and retention.
Document troubleshooting steps, resolutions, and best practices in the knowledge base.
Work in a rotational shift schedule to provide 24/7 support coverage.
Qualifications & Skills:
Required:
3+ years of experience in a technical support role.
Strong knowledge of Networking, IT Security, SSL/TLS, OpenSSH, and Windows/Linux troubleshooting.
Hands-on experience with Vulnerability Management and Web Application Security/Firewall applications.
In-depth understanding of TCP/IP protocols and LAN/WAN infrastructures.
Familiarity with common OS services like IIS, BIND, Apache, AD, WINS, Samba, SSH.
Strong knowledge of firewall, Intrusion Detection System technologies, and Network Vulnerability Scanners.
Excellent troubleshooting and analytical skills.
Outstanding verbal and written communication skills.
Bachelor's degree in Computer Science or equivalent experience.
Preferred:
Experience with packet capture review and diagnosis.
Prior API support and knowledge of Regex.
Familiarity with scripting languages such as Bash, Python, PowerShell.
Understanding of major web servers (IIS, Apache, WebSphere, Tomcat, WebLogic) and enterprise platforms (Linux, Windows 2003/2008, Windows NT, Novell, Lotus Notes, Mac OS).
Knowledge of Oracle and Microsoft SQL.
Certifications like CCNA, MCSE, CISSP, CompTIA Security+, CEH are highly desirable.
Experience with Salesforce, Jira, and other customer support and development tools.
Willingness to work rotational shifts / US work hours.