• Ability to communicate with tech-savvy clients using perfect written and spoken English;

• Familiarity with a range of enterprise software/ security solutions and be comfortable in conversations with IT professionals and technical clients

• Experience troubleshooting and solving technical problems, client advocacy, empathy, and keen attention to detail;

• Available to work any assigned shift the team provides 24 7 coverage for our clients around the world. But it s PST for now until further updates;

• Help resolve software and technical questions for the client efficiently and effectively;

• Gather the required information necessary to best handle client software and technical inquiries; Manage client expectations regarding estimated response times for issue resolution;

• Meet SLAs like response and resolution times by partnering within L2 and L3 advisor; Extensively research and document client technical issues.

• Collaborate with technical support team members to properly manage client inquiries and escalate when appropriate;

• Partner with technical support team members on various strategic projects when needed;

• Own client technical issues from initial report to resolution, communicating with clients regularly regarding issue status.

• 3 to 5 years relevant experience

• Network Security SSL/TLS, VPNs (IPsec, GRE), Firewall, IDS/IPS;

• Knowledge of protocols such as HTTP, SMTP, FTP, DNS, DHCP;

• Network troubleshooting experience familiarity with tools such as Ping, Traceroute, MTR;

• Network protocol analyzers Knowledge on anyone of these: tcpdump, Wireshark, fiddler;

• Good to have o Authentication protocols such as LDAP, SAML, 2FA, MFA etc;

• Basic knowledge on operating systems Linux, Unix; Basic Knowledge on Web proxy, transparent proxy, reverse proxy, Explicit proxy PAC files.

Required Skills