Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!
Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!
About Us:
Come work at a place where innovation and teamwork come together to support the most exciting missions in the world! Our Technical Support Team is responsible for managing the prompt resolution of global customer and partner service requests in a highly secured environment.
Job Overview:
The Senior Technical Support Engineer - Security Applications will work closely with Development, QA, Operations, Customer Service, Finance, Sales, and Alliances to ensure high customer satisfaction with all transactions. This role is crucial in delivering a friendly and professional customer experience across all stages of the customer service life cycle within Qualys.
The position involves providing support via phone, email, and WebEx for multiple Qualys product modules offered over a SaaS (Software as a Service) platform (Qualys Solutions). We are seeking passionate, self-motivated individuals who can think outside the box to solve complex technical problems.
Key Responsibilities:
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Act as the primary technical contact for customers, ensuring timely resolution of technical issues.
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Provide in-depth troubleshooting and technical support for security applications and network environments.
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Collaborate with Development, QA, and Operations teams to diagnose and resolve product issues.
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Engage in customer relationship building to enhance satisfaction and retention.
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Document troubleshooting steps, resolutions, and best practices in the knowledge base.
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Work in a rotational shift schedule to provide 24/7 support coverage.
Qualifications & Skills:
Required:
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1-2 years of experience in a technical support role.
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Strong knowledge of Networking, IT Security, SSL/TLS, OpenSSH, and Windows/Linux troubleshooting.
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Hands-on experience with Vulnerability Management and Web Application Security/Firewall applications.
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In-depth understanding of TCP/IP protocols and LAN/WAN infrastructures.
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Familiarity with common OS services like IIS, BIND, Apache, AD, WINS, Samba, SSH.
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Strong knowledge of firewall, Intrusion Detection System technologies, and Network Vulnerability Scanners.
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Excellent troubleshooting and analytical skills.
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Outstanding verbal and written communication skills.
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Bachelor's degree in Computer Science or equivalent experience.
Preferred:
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Experience with packet capture review and diagnosis.
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Prior API support and knowledge of Regex.
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Familiarity with scripting languages such as Bash, Python, PowerShell.
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Understanding of major web servers (IIS, Apache, WebSphere, Tomcat, WebLogic) and enterprise platforms (Linux, Windows 2003/2008, Windows NT, Novell, Lotus Notes, Mac OS).
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Knowledge of Oracle and Microsoft SQL.
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Certifications like CCNA, MCSE, CISSP, CompTIA Security+, CEH are highly desirable.
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Experience with Salesforce, Jira, and other customer support and development tools.
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Willingness to work rotational shifts / US work hours.
Qualys is an Equal Opportunity Employer, please see our EEO policy.
Top Skills
What We Do
Qualys, Inc. (NASDAQ: QLYS) is a pioneer and leading provider of disruptive cloud-based security, compliance and IT solutions with more than 10,000 subscription customers worldwide, including a majority of the Forbes Global 100 and Fortune 100. Qualys helps organizations streamline and automate their security and compliance solutions onto a single platform for greater agility, better business outcomes, and substantial cost savings.
The Qualys Cloud Platform leverages a single agent to continuously deliver critical security intelligence while enabling enterprises to automate the full spectrum of vulnerability detection, compliance, and protection for IT systems, workloads and web applications across on premises, endpoints, servers, public and private clouds, containers, and mobile devices. Founded in 1999 as one of the first SaaS security companies, Qualys has strategic partnerships and seamlessly integrates its vulnerability management capabilities into security offerings from cloud service providers, including Amazon Web Services, the Google Cloud Platform and Microsoft Azure, along with a number of leading managed service providers and global consulting organizations. For more information, please visit http://www.qualys.com
