Senior Technical Support Engineer

RedSeal, a pioneer in proactive cybersecurity and exposure management and winner of The Best CTEM Solution by SC Awards, delivers proactive, actionable insights to close defensive gaps across hybrid environments. RedSeal continually discovers all resources, connections, and exposures, creating a single, comprehensive model—a network digital twin. This enables unparalleled analysis and simplified protection of the entire cyber terrain. Trusted by hundreds of Fortune 1000 companies and more than 75 government agencies, including five branches of the U.S. military, RedSeal improves operational efficiency, boosts staff productivity, and reduces business risk. Visit to learn more.
Responsibilities:
Your primary responsibilities involve troubleshooting, analyzing complex technical problems, and working with the customer and RedSeal development teams to resolve technical roadblocks. You will ensure all issues are resolved or escalated to the proper resources for resolution in a timely fashion. Additionally, you will manage communications with customers at all levels to maintain positive relationships. Additional responsibilities include, but are not limited to, the following:

• Provide technical support for enterprise customers and answer/resolve support case across all severity levels.

• Acting as the point of escalation for and Subject Matter Expert (SME) within the support team.

• Development and review of knowledge base articles and training material for internal and external users.

• Mentor and coach other engineers on the team for continuous improvement of technical and client interaction skills.

• Troubleshoot technical issues to establish the root cause of problems and form a solution or workaround across a range of networking, security, and software integration environments.

• Provide documentation content and participate in online forum support for real-time questions from RedSeal users.

• Research and reproduce customer issues, file bug reports, escalate cases to escalation engineers, and provide the necessary documentation.

• Work with customers via phone, email, and Web conferencing.

• May be required to be on-call on a rotating basis.

• See customer support cases through to completion.

• Review network device config files, server logs, and other data sources to find root causes of customer issues.

• Communicate requests for product code fixes to developers.

Required Qualifications/Skills

• Bachelor's degree in computer science or "STEM" Majors (Science, Technology, Engineering, and Math).

• Minimum of 8 years of Technical Services experience in customer-facing and technical support role.

• Must have background in building or maintaining networks.

• Superior written and verbal communication skills are a must.

• Proven ability to maintain a professional demeanor when handling complex user issues (difficult customers).

• Experience supporting Network Device Management Technologies / Network Configuration Management Technologies.

• Ability to isolate problems between hardware and software and provide information to the appropriate development team(s).

• Subject Matter Expert in two or more technologies: LDAP(s), AD, RADIUS, SNMP, SSL/TLS, SSH, Java, JVM, RegEx.

• Experience with the following systems is a must: Linux (CentOS, Ubuntu, etc) Windows, and Mac OS X.

• Self-motivated with a strong desire to reach your potential and grow your career at RedSeal with further opportunities.

• Proficient with presenting information to others.

• Excellent customer-relationship skills: responsiveness, sensitivity and diplomacy.

• Comfortable working both independently and collaboratively.

• Strong relationship management skills, effectively establishing empathy with customers through insight into their business drivers and expectations.

• Able to deal with difficult customer situations.

• Strong track record of following-through on commitments.

• Excellent attention to detail.

• Problem-solving and analytical skills and technical aptitudes that allow you to adapt to new circumstances and learn quickly when facing new problems and challenges.

• Sets an example of good work procedures and practices.

• Passionate about delivering high quality service to customers, with a focus on continuous improvement.

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