Tier 1 Technical Support Engineer (offline)

We are looking for a Tier 1 Technical Support Engineer to provide enterprise-level support to our worldwide customers (mainly EMEA).
The Support Engineer will provide support via phone, web, email or any other channel required. The Support Engineer will need to have excellent problem solving and root cause analytic skills to help diagnose and solve complex technical/application issues.

Project description:
Our client is the leader in proactive security management solutions, provides automated tools that help network security and operations teams prevent cyber threats, reduce risk exposure and demonstrate network compliance with regulations.

We offer:
Competitive salary;
Medical insurance;
English lessons;
Paid vacation - 15 days per year, paid public holidays - 11 days per year;
1.5x overtime and 2x holidays payment;
CrossFit online trainings;
Convenient office(we plan to finish working from home after the quarantine);
A stable and dynamic working environment where you can develop;
Possibility to come up with ideas and see them implemented;
Promotion opportunities;
Assistance with PE and tax handling.

Requirements:
Experience in customer-facing environment, with direct interaction with customers
Understanding of networking and security software and hardware
Upper-intermediate verbal and written English skills
Experience with Linux operating system administration, configuration, installation
Understanding of networking concepts and protocols
Strong ability to independently debug, Self-sufficient and autonomous learning

Will be a plus:
Proven working experience in enterprise technical support, IT support or as a technical engineer
Experience in supporting security solutions, including knowledge and hands-on experience with
network devices and network architectures (firewalls, routers, load balancers)
Advantage for experience with CISCO, Palo Alto, Checkpoint, Fortigate and other leading network
security vendors

Main Responsibilities:
Take ownership of customer issues that has been reported and see problems through to resolution
Troubleshoot and identify solutions to resolve customer issues
Provide prompt and accurate feedback to customers
Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Ensure proper recording and closure of all issues
Document knowledge in the form of knowledge base tech notes and articles
Proactive Management for the customer’s issue
Strong focus on customer satisfaction