Technical Support Specialist

Network Perception is looking for a highly motivated technical support professional, who is located in the Central USA or Eastern USA time zones and is interested in joining an exciting early-stage company in the network security space. In this role you will have the opportunity to manage support requests and act as a liaison between clients and our technical team. Among other things, you will create support tickets, respond to client requests, orchestrate support calls, and convey the necessary information to address technical issues through research or escalation.

This role includes daily client-facing interaction; to be successful, you’ll need to have strong communication skills and be comfortable working directly with clients at all levels. In this role, you will:

• Manage technical support requests, serving as the first point of contact for requests generated by clients
• Monitor our GoTo phone line for incoming calls to support from 8-5 CST
• Create support tickets and follow up with clients
• Schedule support calls to understand technical issues and gather information to address them
• Work with software developers and other members of the technical team to provide guidance for technical issues, escalating to the proper level when required
• Develop an understanding of technical issues related to network architecture, network access control, routing, and network device configurations
• Prepare and provide reports on technical support service requests and response time
• Apply the scientific method approach to problem solving and continuous improvement
• Review firewall/router/switch configuration files and identify any issues

Additionally, we’re a small, close-knit team with a passion for learning and growth. Along with your regular support responsibilities, this role will give you ample growth opportunities to expand your skills into additional areas such as networking and implementation.

Requirements

• BS in Computer Science or Management of Information Systems (or related) with prior customer service experience and/or at least 1 year of experience providing technical support
• Experience troubleshooting applications in Windows and Linux
• Ability to effectively communicate with different stakeholders, including clients and senior leadership
• Strong analytical and problem-solving skills
• Working knowledge of the Open Systems Interconnection (OSI) model
• High exposure to and understanding of networking concepts and device configurations from an engineering or security perspective, with exposure to all of the major network equipment vendors and their various operating systems (e.g. Cisco (IOS, ASA, FTD), Fortinet, Palo Alto (PanOS, Panorama), Checkpoint, etc.)

Nice To Have

• Experience or familiarity with Jira Service Desk and Salesforce
• Experience or familiarity with Google Workspaces, Go To Connect (formerly known as Jive), Zoom, MS Teams, and WebEx
• Experience in Operational Technology for Critical Infrastructure and/or manufacturing

Benefits

• Full health, vision, dental benefits available on day 1
• Competitive compensation and equal pay commitment
• Flexible working hours and locations
• Continuous professional training
• Parental and medical leave
• Adoption assistance
• Equity