Technical Support Engineer

Company: Tempered
Location: Seattle
Posted on: September 16, 2020

Job Description:

About the CompanyHeadquartered in Seattle, WA, Tempered, is a zero-trust network solution provider that makes critical networks invisible. Founded by the founder of F5 Networks, Tempered is an innovative start up that has customers in several industries - public sector, hospitality, manufacturing, energy and utilities, building automation systems and industrial controls, SCADA, and hospitality, to name a few.About the RoleThe Technical Support Engineer will solve complex technical issues for internal and external Tempered customers in a timely and professional manner. The Technical Support Engineer handles multiple Service assists requests of diverse scope where analysis of data requires evaluation of identifiable factors, provide daily customer communication via phone and email as well as document progress, technical solutions and product information in our tracking system and knowledge base. Work to reproduce customer issues and qualify escalations.--ResponsibilitiesProvide Technical Support levels 1-3 to internal and external customers and partners including configurations, troubleshooting and best practices to customers remotelyEffectively manages case escalations to tier 3 (Engineering and development Services) while maintaining customer communicationManaging support cases to ensure issues are recorded, tracked, resolved, and follow ups are done in a timely mannerProvide fault isolation and root cause analysis for technical issuesPublish technical documentation in tracking system and the Knowledge BaseReview of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.Maintains high schedule adherence (work hours and on-phone time)Provide on-call support 24--7 on an as needed basisRequirements?Excellent customer service/support skills together with experience supporting operational and enterprise customers in mission critical environmentsDemonstrated experience in a technical support role, working with relevant technologiesHands on technical experience with and very knowledgeable on LAN/WAN operations, Network protocols, UNIX or Linus Operating systems, and/or networking hardware requiredThorough knowledge of TCP/IP protocols and the OSI modelVLAN - setup and implementationAble to work with moderate supervisionProven track record in a team environmentAnalytical thinker with a strong attention to detailMust be able to read, write and speak English fluently, including technical concepts and terminology.Must be able to relay technical information to customers with varying skill levelsFlexible approach to working hours to provide on call and out of hours coverageKnowledge of at least one of the following: DNS protocol/ BIND/ HTTP protocol depending on supported product, Network or Data Center Firewalls, Service Provider infrastructureExperience with Network Security Best Practices--Desirable ExperienceIdeal candidates will have prior experience selling network based security appliances including but not limited to: Firewalls, SSL/IPSec VPNs, Security Proxies, Web Application Firewalls, and technologies such as IDS/IPS, and Anti-Malware.Candidates should also have practical experience working with routing and switching products that will be installed adjacent to the Tempered solution.BA/ BS degree or equivalent preferredPlease apply: jobs@tempered.io--Tempered is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.Tempered does not accept 3rd party candidate submissions.

Keywords: Tempered, Seattle , Technical Support Engineer, Engineering , Seattle, Washington