Customer Support Engineer - REMOTE

Job Description

Do you love cybersecurity? Can you fix it?
Are you our next cybersecurity Untangler?
If Sherlock is your middle name and you love a good puzzle, send us your skillset, and let's investigate together! The Untangle customer support team seeks an energized trouble-shooter who is committed to making an impact with our customers. Are you an enthusiastic, detail-oriented Support Technician with a passion to help customers? If you have network security and support experience and are looking to learn and grow in a role, this position is for you. This is a full-time, permanent position located in Golden, Colorado.

This is not your standard drone/high turnover tech support job. The team consists of highly motivated, smart, hard-working folks with a sense of humor. We believe the person answering the phone should completely understand our product and be able to solve the customer’s problem 99% of the time.... with a smile. Our solutions and smiles transmit through emails, telephones, and even osmosis. Integrate with our team and join our Fun-tangle Family.

About Us:

Untangle® is an innovator in cybersecurity for the below-­enterprise market, safeguarding people’s digital lives at home, work, and on-­the-­go. Untangle’s integrated suite of software and appliances provides enterprise-­grade capabilities and consumer-­oriented simplicity, bringing a new generation of smart security to homes and small-­to-­mid-­sized businesses. Our headquarters are right in the heart of Silicon Valley in downtown San Jose, California.

Qualifications

Are you a sleuther with the following?
● Ability to communicate clearly and professionally, both verbally and in
writing.
● Have a pleasant, patient, and welcoming attitude.
● Strong decision-making and analytical abilities.
● Detail-oriented.
● Excellent time management and organizational skills.
● Ability to work well within a team.

Would you like to be our answer person relaying solutions to make a positive impact on someone's day? If so, you'll be doing the following for us:

• Provide technical support for a variety of Untangle network security
• products
• Provide customer training, system optimization, system conversions
• Create and maintain online documentation
• Recognize, document, and alert the supervisor of trends in customer calls.
• Recommend process improvements.
• Other duties as assigned.

We need you to have:
● Advanced understanding of networking (IP routing, Port, Protocols)
● 1+ years of experience in a customer support/help desk capacity
● Knowledge of all operating systems
● Associate degree in related field or equivalent experience

 Be Great If You Have:
● 2+ years experience providing technical support in a B2B organization
● Previous experience with online ticketing systems

Benefits:
During the COVID-19 pandemic, we were temporarily working from home. We have
now transitioned to a hybrid model of coming into the office 2-3 days a week. Your
schedule may be further defined as we continue to move forward. You’ll be working
in beautiful Golden, Colorado. We offer a dynamic, fun work environment. It's a high-
energy atmosphere of reliable, bold products disrupting the networking industry.
● Competitive base comp
● Generous paid time off
● Full medical, dental, and vision benefits
● 401K program with matching
● Company-paid life insurance
● Short- and long-term disability coverage
● Lots of freedom for creativity and personal growth

Additional Information

Did you hear about some of our many accolades, including:

2021 IT World Awards – Gold Winner in IT Products & Services for Enterprise (Medium)
2021 Global Infosec Awards – Best Product in Firewall
American Business Awards – 2021 Gold Winner in Network Security Solution
2021 INTERNET TELEPHONY SD-WAN Product of the Year for Untangle SD-WAN Router
2021 CRN Women of the Channel
EdTech Digest Cool Tool Awards 2021 - Finalist
Cyber Security Global Excellence Awards gold winner in the Firewall category
Spiceworks #1 Best Content Filtering Appliance
Spiceworks #1 Best Software Firewall

All your information will be kept confidential according to EEO guidelines.