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Technical Support Engineer

Remote: 
Full Remote
Experience: 
Mid-level (2-5 years)
Work from: 
Texas (USA), United States

Offer summary

Qualifications:

Strong network administration skills required., 2+ years of experience in network support., CCNA or equivalent certifications preferred., Experience with technical writing and documentation..

Key responsabilities:

  • Support cybersecurity SaaS products through network administration.
  • Manage escalations and assist with customer onboarding.
Portnox logo
Portnox Computer Hardware & Networking SME https://www.portnox.com/
51 - 200 Employees
About Portnox
Portnox offers cloud-native zero trust access control and cybersecurity essentials that enable agile, resource-constrained IT teams to proactively address today’s most pressing security challenges: the rapid expansion of enterprise networks, the proliferation of connected device types, the increased sophistication of cyberattacks, and the shift to zero trust. Hundreds of companies have leveraged Portnox’s award-winning security products to enforce powerful network access, endpoint risk monitoring and remediation policies to strengthen their organizational security posture. By eliminating the need for any on-premises footprint common among traditional information security systems, Portnox allows companies - no matter their size, geo-distribution, or networking architecture - to deploy, scale, enforce and maintain these critical zero trust security policies with unprecedented ease.
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Job description

Department: Customer Success

Location: Austin, TX

Description

Portnox is a fast-growing, VC-backed cybersecurity company delivering must-have SaaS solutions. Headquartered in Austin, Texas, we operate globally with a large, remote workforce. As we scale, we seek a network-savvy Technical Support Engineer to enhance our customer experience, streamline processes, and ensure 24/7 support coverage.

Candidates from the following states will be considered for a fully remote role in Texas, Nevada, New Mexico, Georgia, N. Carolina, Virginia, or Pennsylvania. This role is collaborating with hybrid teams based in Austin, TX. Preference is given to candidates in Texas for collaboration with our hybrid teams.



Role Overview:
This role supports cybersecurity SaaS products through network administration, complex system configurations, technical troubleshooting, customer onboarding, and product integrations. As an experienced network administrator, you will manage escalations, advise customers, and assist with integrating authentication repositories, MDM solutions, and SIEM platforms. Success requires independent problem-solving, technical expertise, and the ability to thrive in a fast-paced environment with minimal formal training.


Key Responsibilities



  • Network Admin Expertise: Network device configuration proficiency via GUI & CLI (required).


  • Troubleshooting & Diagnosis: Analyze and assist customers in resolving complex network challenges related to SaaS product configurations.


  • Customer Escalation Management: Address escalated customer issues urgently, ensuring prompt resolutions and delivering exceptional service.


  • Product Expertise Development: Acquire and maintain advanced technical knowledge of Portnox solutions to effectively support troubleshooting and problem resolution.


  • Issue Tracking: Document, monitor, and manage customer issues through to resolution while adhering to SLA requirements.


  • Defect Reporting: Identify, document, and escalate technical defects and challenges for resolution.


  • Customer Communication: Deliver clear, consistent, and timely updates throughout the issue resolution process.


  • Documentation Maintenance: Develop knowledge base articles and technical resources to enhance self-service options for customers.


  • Cross-Team Collaboration: Advocate for the customer by providing valuable insights to influence product improvements, feature enhancements, and usability.



Required Skills, Knowledge, and Expertise

Strong Network Administration focus, network hardware management, and software configurations. The following are critical requirements and are weighted for hiring purposes:


  • Network Software Configuration Expertise: CLI and GUI (20 pts)


  • Configure Network Devices: Routers, Switches, Access Points (APs), Firewalls (20 pts)


  • Network Security: Certificate Authentication, Firewall Configuration and VPN (10 pts)


  • Authentication Methods: MFA and Certificate-based Authentication (802.1x) (10 pts)


  • Monitoring & Troubleshooting: Traffic analysis with Wireshark (or other) (10 pts)


  • Network Protocols: DNS, DHCP, 802.1x Authentication and TCP/IP (5 pts)


  • Authentication Repositories: LDAP, AD, Azure AD (5 pts)


  • Identity Federation and SSO (Single Sign-On): SSO and Federated Identity (5 pts)


  • MDM Solutions: Intune, JAMF or SCCM (5 pts)


Additional Expertise and Skills Required:


  • Customer-Facing Experience: Demonstrated experience in direct customer interaction roles, showcasing excellent written and verbal communication and strong interpersonal skills.


  • Team Player with Self-Sufficiency: Able to collaborate effectively in a team environment while working independently with minimal supervision.


  • Analytical Thinking & Problem Solving: Possesses advanced analytical skills to diagnose complex issues and provide effective solutions.


  • Research & Troubleshooting Abilities: Skilled in researching and troubleshooting technical challenges to resolve customer issues efficiently.


  • Technical Writing Expertise: Experience creating knowledge base (KB) articles and technical documentation to contribute to internal and external knowledge sharing.



Advantage

  • 2+ years' experience in network support

  • CCNA or equivalent certifications

  • Experience with Knowledge-Centered Service (KCS)

  • Project Management experience


Additional Requirements

  • Ability to manage time effectively and prioritize multiple issues.

  • Comfortable working in a dynamic environment with changing customer needs.

  • Willingness to learn and stay updated with emerging networking and security technologies.



Why Join Us


  • Opportunity to make a significant impact on the operations of the company.

  • Collaborative and dynamic work environment with opportunities for professional growth and development.

  • Competitive compensation and benefits package.

Required profile

Experience

Level of experience: Mid-level (2-5 years)
Industry :
Computer Hardware & Networking
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

Customer Communications ManagementNetwork Interface DeviceNetwork AdministrationNetwork SwitchesAuthorization CertificatesLDAP AdminMicrosoft DNSMicrosoft Intune (Mobile Device Management Software)Windows FirewallGraphical User InterfaceTCP/IPWireless Access PointC++/CLIAzure Active DirectoryVPN TunnelsFirewallAzure MFAAdvertisementFederated Identity ManagementJamfWiresharkCisco RoutersProject ManagementKnowledge-Centered Service

Other Skills

  • Troubleshooting (Problem Solving)
  • Problem Solving
  • Communication
  • Teamwork
  • Analytical Thinking
Are you interested?

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