What are the responsibilities and job description for the Sr Tech Supp Engineer position at Qualys?
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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 Sr. Technical Support Engineer (Sr. 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 Sr. TSE will provide support via phone, email, and WebEx focused on the Qualys Cloud Agent used in conjunction with the Qualys Vulnerability Management, Policy Compliance, AssetView, and other 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 Sr. 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 5 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:
5 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:
Systems Management experience (KACE, GPO deployments)
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.
Experience with Customer Support and Development Tools (Salesforce, Jira, etc.)
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Annual Salary Guidelines: $100,000 - $125,000
Qualys is an Equal Opportunity Employer, please see our EEO policy
Qualys is committed to building an environment characterized by respect for the individual where cultural and ethnic diversity are blended by teamwork into a harmonious work force. Because of this we are firmly committed to equal employment opportunity for all employees.
All qualified applicants shall receive consideration that is free of discrimination or harassment on the grounds of race, color, national origin, ancestry, medical condition, religious creed (including religious dress and grooming practices), marital status, registered domestic partner status, sex, sexual orientation, gender identity and expression, genetic characteristics and information, age, veteran status, or any other protected characteristic.
This applies equally to individuals with a physical or mental disability or medical condition.
Qualys offers reasonable accommodations to qualified individuals with physical or mental disabilities to the extent the accommodation will enable them to perform the essential functions of the job and will not create an undue hardship. Further information relating to reasonable accommodations is available from the Human Resources Department.
If you request assistance or accommodations, please contact us at HR@Qualys.com
Salary : $100,000 - $125,000
