Sr. Technical Support Engineer (REMOTE)

  • Fidelis Cybersecurity
  • Remote * (Bethesda, MD, USA)
  • Jan 15, 2022
Engineering Telecommuting

Job Description

Overview:

At Fidelis Cybersecurity, Inc. our mission is to protect the worlds most sensitive data by equipping organizations to detect, investigate and stop advanced cyber attacks.


Attackers are relentless and clever. They hide their exploits deep inside networks, email and endpoints. Fidelis digs as deep as attackers hide. With Fidelis, customers will know when they are being attacked, and they can retrace attackers steps and freeze them in their tracks.


We dont just read the headlines at Fidelis. We live them. Our elite team of incident responders is in the trenches every day assisting customers to manage their way through critical security incidents of all kinds. This seat on the front lines gives us a unique view to see what works and what doesnt when it comes to keeping attackers at bay.


Take a seat with our preeminent team and be a part of our mission to give our customers the power to combat todays sophisticated advanced threats with a robust, comprehensive portfolio of products, services, and expertise.

Responsibilities:

Fidelis Cybersecurity has an immediate opening for a Sr. Technical Support Engineer! We are looking for an energized and innovative individual that is ready to jump right in and make it happen. If that sounds like you keep reach and apply NOW!

In this position you will:

  • Respond to customer technical assistance requests for a network security product
  • Diagnose and report product issues for Linux-based network security appliances
  • Diagnose and report product issues for endpoint agent software running on multiple platforms
  • Advise customers on creating and tuning security policies
  • Track customer issues and resolutions
  • Support a global customer base including customers in the United States, Eastern and Western Europe, and the Middle East
  • Ability to work off-hours to support customer needs
  • Master product operations and new version updates
  • Contribute to articles in our online knowledgebase
  • Collaborate with Sales Engineering and Services staff to provide priority technical support
  • Work with QA/Testing staff to improve use cases and provide requirements for new use cases based on customer usage
  • Work with Documentation staff to improve content and organization of product information

If you are a rockstar you will participate in:

  • Training development and delivery
  • On-site service delivery
  • Product demonstrations
  • Internal network and systems administration
  • Mentoring of other Customer Support staff
  • Project and/or customer account management
Qualifications:

Basic Qualifications:

  • Bachelors degree in a related specialized area or the equivalent, plus 5-10 years of related experience; or
  • an associate degree combined with relevant experience
  • 5-10 years of experience with installing and troubleshooting network devices
  • 5-10 years of experience as a Linux power user or administrator and diagnostician
  • 5-10 years of Windows administration or helpdesk experience
  • Advanced problem isolation and diagnostic skills
  • Outstanding oral and written communication skills

Qualifications (Preferred):

  • Experience in a customer-facing role
  • Demonstrated ability to communicate complex technical information clearly, accurately, and appropriately
  • Deep understanding of IP network protocols, services and devices including SSL, Firewalls, VPNs, DNS, Network TAP and Proxies
  • Ability to administer and support computers running Windows, Linux and OS X operating systems
  • Ability to effectively troubleshoot network and connectivity issues
  • Strong personal organization, follow-up and initiative, coupled with ability to re-prioritize tasks
  • Deep understanding and exposure to enterprise-class IT products and best practices
  • Familiarity with typical cybersecurity tool chains and investigative methodologies


Differentiating qualities of the ideal candidate:

  • Experience with network security products or appliances, such as IPS/IDS solutions
  • Experience with endpoint security products
  • Experience with hardware troubleshooting and diagnosis
  • Experience supporting third-party software installed on enterprise workstations
  • Experience with MySQL/PostgreSQL, SQLite as a user or DBA
  • Experience supporting cybersecurity incident responders and SOC analysts
  • Possesses industry standard relevant certifications
  • Training and services delivery experience

Diversity is important to us:


At the heart of our company is a diverse group of employees who rely on their intimate knowledge of customer requirements and a unique blend of skill and innovation to develop and deliver the best possible products and services. Fidelis encourages the inclusion of all people and a work environment free from discrimination.

We are dedicated to the principles of equal employment and advancement of people based on their individual qualifications, skills and abilities. This commitment is supported by policies and procedures that foster a nondiscriminatory workplace. Guided by a rigorous code of ethics that is applied with integrity, these fundamental characteristics are reflected throughout our organization and are key components of the strength we deliver to our customers.