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Technical Support Engineer, Secure Access
Absolute SecurityUnited States, United Statesfull_timeVerifiedPosted 6 Jan 2025
About the role
Absolute Software is looking for a Technical Support Engineer to join our Secure Access team. This team member needs the skills to effectively diagnose and resolve problems on the fly, work in a lab to assess more complicated problems, and work directly with the development and test teams to resolve complex issues. You will have the opportunity to work on some of the latest and greatest hardware products and Operating Systems. As a customer advocate you will have a direct impact on future iterations of the product. Reporting to the Secure Access Team Manager, the ideal candidate will be able to:
You’re resilient and passionate about securing the Work from Anywhere era.
So are we. We’re in search of the best and the brightest – everyone from innovators, sellers and marketers to financers, operators and especially customer relationship managers – we’re looking for top tier talent to help us shape the next decade of security, drive innovation that enables customers with truly disruptive solutions and are dedicated to making a meaningful difference.
- Use analytical skills and creativity to investigate and resolve customers' technical issues
- Manage multiple complex technical issues simultaneously
- Develop expertise in using and supporting our products and technologies, including wireless networking products
- Investigate, document, and track product bugs and customer feature requests
- Utilize diagnostic tools and debug files from customers
- Duplicate issues within a lab environment
- Participate actively during team meetings and reach out independently to other team members, sharing knowledge and assisting in troubleshooting
- Identify and prepare information for posting on the technical support web site and/or inclusion in technical documentation
- Identify trends in issues and make recommendations for ways to eliminate or reduce high frequency issues, streamline the support process, or reduce utilization of developer time
- Communicate solutions to customers of varying technical abilities in a professional manner
- Protect the security and privacy of Absolute and its customers
- Experience using a case management system and keeping case records up to date. Work with Salesforce.com is a plus
- Ability to work independently and self-motivated to continue improving technical skills during downtime.
- Proficiency with IP networking concepts and protocols:
- LAN / WAN networking concepts including IP, TCP, UDP, ICMP, routing, and firewalls
- LAN / WAN equipment installation, configuration, and troubleshooting
- Self-motivated quick learner with enthusiasm for customer satisfaction
- Hands-on experience with network protocol analyzers (NetMon, Wireshark, etc.)
- Strong working knowledge of various Operating Systems, including installation, configuration, and authentication methods; (Windows, iOS, OSX, and Android)
- Understanding of virtualization software is a plus; (VMWare, Nutanix, etc.)
- A demonstrated passion for problem-solving and technology
- General understanding of authentication methods such as NTLM, RADIUS, PKI specifically PEAP, PEAP-TLS and RSA token methods
- Experience in configuring wireless networks and VPNs
- Strong verbal and written communication skills, analytical ability, and organizational skills
- Demonstrated ability to read and interpret technical documentation, debug files, and related information
- Experience writing short technical documents and/or knowledge base articles a plus
- Any experience consulting in the mobility area, specifically on infrastructure and network design.
You’re resilient and passionate about securing the Work from Anywhere era.
So are we. We’re in search of the best and the brightest – everyone from innovators, sellers and marketers to financers, operators and especially customer relationship managers – we’re looking for top tier talent to help us shape the next decade of security, drive innovation that enables customers with truly disruptive solutions and are dedicated to making a meaningful difference.
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