Associate Technical Support Engineer

Job Title:

Associate Technical Support Engineer

About Skyhigh Security:

Skyhigh Security is a dynamic, fast-paced, cloud company that is a leader in the security industry.  Our mission is to protect the world’s data, and because of this, we live and breathe security. We value learning at our core, underpinned by openness and transparency. 

Since 2011, organizations have trusted us to provide them with a complete, market-leading security platform built on a modern cloud stack. Our industry-leading suite of products radically simplifies data security through easy-to-use, cloud-based, Zero Trust solutions that are managed in a single dashboard, powered by hundreds of employees across the world. With offices in Santa Clara, Aylesbury, Paderborn, Bengaluru, Sydney, Tokyo and more, our employees are the heart and soul of our company. 

Skyhigh Security Is more than a company; here, when you invest your career with us, we commit to investing in you. We embrace a hybrid work model, creating the flexibility and freedom you need from your work environment to reach your potential. From our employee recognition program, to our ‘Blast Talks' learning series, and team celebrations (we love to have fun!), we strive to be an interactive and engaging place where you can be your authentic self. 

We are on these too! Follow us on LinkedIn and Twitter@SkyhighSecurity.

Role Overview:

Skyhigh seeks a Technical Support Engineer for Skyhigh Security Cloud Products. You show an experience and appetite for learning new technologies, evidenced by the ability to expand upon core knowledge. This is a great opportunity for someone with patience and an empathetic view of the customer to hone their skills and grow their career providing value to customers while working with an industry leader in Security technology. Drive customer success and satisfaction by solving the complex challenges with Security- Centric Solutions. Provide a differentiated service experience with customer - relevant outcomes through integrated solutions and support. Enable Customers to operate and realize outcomes for solutions by creative solutions.

Job Responsibilities:

• Interact with the Skyhigh Security  Cloud customers via phone/email and provide the highest level of urgency to resolve customer issues in timely manner.
• Provide remote support on our product and resolve product related issues during POC & post-deployment phase, through research 
and troubleshooting.
• Debugging system level problems in a multi-vendor, multi-protocol network environment with high- level technical expertise on complex issues.
• Work closely with Support Escalation engineers to resolve critical issues
• Evaluate the scope for timely escalation and ensure that critical problems are addressed as per the priority.
• Document all technical issues, analysis and communication with the customer and ensure that the documentation is crystal clear with action items, CTAs etc

Primary Skills:

• Excellent communication and customer management skills
• Good understanding of OSI Model, TCP/IP protocol suite (IP, ICMP, TCP, UDP, SNMP, FTP, TFTP,SMTP).
• Excellent understanding on application layer protocols (HTTP-HTTPs/SSL), PKI,Network Security – Firewalls/Proxy and SIEMs
• Understanding of cloud platforms like Azure, O365 suite, AWS, Salesforce is desired
• Good understanding of Linux/Unix
• Knowledge of Java and SQL is a plus
• Scripting language (e.g. Perl, python) is a plus

Essentials:

• 2+ years of technical support experience in large enterprise space with solid understanding of technical support processes, customer management/handling skills & ability to work under pressure and in shifts .
• The ideal candidate will be an die-hard Engineer, who is a self-starter, with excellent interpersonal, communication, presentation, documentation, problem solving and troubleshooting skills.
• Quality focus, result & goal orientation in a group situation and commitment to customer delight are a must.
• Sound fundamentals of TCP/IP, HTTPs,SSO-SAML, SAAS understanding and in-depth knowledge of Networking & Security Concepts. 
• Should be flexible to work in shift.

Company Benefits and Perks:

We work hard to embrace diversity and inclusion and encourage everyone to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.

• Retirement Plans
• Medical, Dental and Vision Coverage
• Paid Time Off
• Paid Parental Leave
• Support for Community Involvement

We're serious about our commitment to diversity which is why we prohibit discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.