Customer Support Engineer

Overview:
Our client will be hiring a Customer Support Engineer with experience supporting a security product. This role will report to the Customer Support Manager and provide technical assistance for a new proprietary security application, which is designed and built entirely in-house. In this onsite role, you will work directly with customers to troubleshoot issues, deliver solutions, and ensure seamless product performance. Your expertise will contribute to enhancing the security posture of our platform and providing valuable feedback to our development teams.

This role will be 100% onsite in Plano, TX.

Responsibilities

• Act as the primary point of contact for customer technical support related to a security product.
• Diagnose, troubleshoot, and resolve hardware and software issues efficiently.
• Provide clear and timely communication to customers regarding solutions and product updates.
• Collaborate with internal engineering and product teams to escalate complex technical issues.
• Monitor, analyze and report vulnerabilities using our security product and provide feedback and guidance to the development team.
• Maintain comprehensive documentation of customer interactions and technical resolutions.
• Guide best practices to optimize product performance for customers.
• Conduct training sessions to enhance customer adoption and usage of the product.

Qualifications

• 4 years of experience in a technical support engineer role.
• Experience supporting a security product.
• Expertise in firewalls, IDS/IPS, VPN configurations, and network security.
• Proficiency in Windows and Linux environments, including system administration and troubleshooting.
• Strong problem-solving skills with the ability to diagnose and resolve security-related issues efficiently.
• Hands-on experience with SIEM tools, endpoint protection, and vulnerability scanners.

• Ability to write and use scripts in PowerShell, Python, or Bash for automation and troubleshooting.

Preferred:

• Linux expertise.
• Bachelor’s degree in Computer Science, Information Technology, Network Security, or a related field (preferred).
• Relevant certifications such as CompTIA Security , Cisco CCNA, or Microsoft Certified Security Engineer are a plus.
• Familiarity with cybersecurity solutions and evolving security technologies.