Support Engineer

Who you are

• Two years of experience in B2B Technical Support —this is not an entry-level position
• In-depth knowledge of the OSI Model
• Understanding of network infrastructure routing and switching concepts
• Excellent customer service, organizational, and documentation skills
• Work cooperatively with others within the organization and other cross-functional stakeholders
• Work well in fast-paced, high-stress environments
• Has predictable, reliable attendance
• Experience with Unix/Linux-based operating systems
• An understanding of cybersecurity concepts, terminology and tools
• Javascript familiarity and comfort
• Certifications in networking or infrastructure (like CompTIA Network+)
• Certifications in Cyber Security (like CompTia Security+)

What the job involves

• We are looking for a Global Support Engineer I who can support a remote-first, flexible shift schedule. This is a growth role—you will advance your career as a support engineering professional while simultaneously increasing your knowledge and hands-on experience with networking infrastructure as a service
• You will regularly support interesting and challenging technical matters and questions and bring clarity to our customers as they leverage our tools to secure their networks in an ever-changing security threat landscape
• As a member of the Global Support Engineering team, you will work with customers to resolve technical issues with our product(s) using a variety of internal resources and provide data analysis to understand and troubleshoot systems. Your day-to-day responsibilities could include any of the following:
• Provide hardware and firmware deployment support for our appliances
• Actively participate in Knowledge Centered Services (KCS) by learning from documented knowledge and contributing to discussions
• Engage in troubleshooting activities, following guidance and existing documentation
• Assist with the initial stages of ticket handling and escalate when necessary
• Work collaboratively with more experienced engineers and cross functional teams to gain deeper insights into complex issues
• Assist customers with configuration of network infrastructure, virtualization, and third-party integrations
• Assist customers with hardware support and replacement
• Utilize a ticketing system to update, communicate, and move work items to completion
• Act as the single point of contact for customer questions and concerns
• Communicate with customers in a highly professional manner via various channels including phone, ticketing system, and video conferencing
• Pair your existing knowledge with a continuous learning mindset to elevate your service to our customers while being a force-multiplier to your colleagues
• Attend regular “in-office” meetings (limited to no more than monthly) and annual in-office training sessions
• Schedule: 9am-6pm

Benefits

• Flexible Time Off | PTO policies that trust you to manage your time and recharge when you need it most
• Remote & Hybrid Work Options | Work where you work best. We support remote, hybrid, and in-office arrangements based on your role and preference
• Paid Company Holidays | Enjoy time with family and friends during major holidays
• Voluntary Time Off | 3 community service days each year to give back to causes you care about
• Global Collaboration | Work with teammates around the globe. Bring your perspective to a truly international team
• Team Events & Offsites | Regular team gatherings, department offsites, and company-wide celebrations to build connections
• Comprehensive Medical Coverage | Health and Wellness benefits to fit your needs
• Wellness Program | Access to Employee Assistance Programs (EAP), gym membership discounts, and resources to support your physical and mental well-being
• Life & Disability Insurance | Company-provided life insurance and disability coverage to protect you and your loved ones
• Commuter Benefits | Commuter benefits to make your journey to a local office easier
• Competitive Compensation | Market-rate salaries benchmarked against data to ensure you’re paid fairly for your expertise and impact
• Competitive Compensation | Market-rate salaries benchmarked against data to ensure you’re paid fairly for your expertise and impact
• Performance Incentives | Bonus or commission opportunities based on role and performance
• Employee Referral Program | Generous referral bonuses when you help us find great talent; your network matters
• Financial Planning Resources | Access to financial wellness programs and planning tools to help you make informed decisions about your future
• Parental Leave | Generous paid parental leave for new parents, because welcoming a new family member is a life-changing moment
• Family Medical Leave | Extended leave options for family caregiving, medical situations, and life transitions
• Family-Inclusive Benefits | Healthcare coverage that extends to domestic partners, spouses, and dependents
• Professional Development Budget or Tuition Reimbursement | Financial support for continuing education, certifications, and degree programs relevant to your career. Annual budget for conferences, courses, workshops, and learning resources
• Internal Mobility | Career growth happens in multiple directions — move up, across functions, or to new locations as opportunities arise
• Mentorship | Connect with experienced leaders across the organization who can guide your career development
• Craft beer on tap for celebrations and team gatherings
• Fully stocked kitchen with snacks and beverages
• Collaboration spaces designed for both focused work and team brainstorming
• Cafe for vibing, gaming, and recharging between meetings
• Walking distance to restaurants, shops, and the waterfront