Technical Support

3 days ago

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Netsweeper

WebsiteLinkedInAll Job Openings

Web Filtering • Web Threat Management • High-Throughput Web Filtering • CIPA compliance web filtering • BECTA web filtering

51 - 200 employees

Founded 1999

🔒 Cybersecurity

📚 Education

📡 Telecommunications

Description

• Provide customer support, troubleshooting, knowledge transfer, and root cause analysis • Address urgent issues quickly and escalate issues according to the support SLA • Document exceptions and fixes for inclusion into core product • Document product variances, end-user feature improvements, and operations feature improvements and provide to Product department • Creating and publishing knowledge base articles to enable customer self-service • Participating in an on-call rotation • Act as customer advocate making sure the customers’ voices are always heard • Provide feedback from customers, end users, and experience to product team • Work with customer employees and consultants, including business managers, project managers, software engineers, security analysts, data center engineers, and customer NOC engineers • Develop a deep understanding of Netsweeper products • Work with developers and QA to identify and resolve more complicated customer problems • Work with System Engineers to assist in the deployment and architecting solution offerings • Assist with product QA and acceptance testing by communicating issues and field experience to development and QA • Adapt installer, shell scripts and PHP scripts to meet customers’ requirements • Develop your technical expertise • Comfort in setting up and using Linux (RedHat, CentOS) • Script solutions for frequent issues into documented or scripted processes • Optimize existing servers and be able to perform server surveillance, monitoring and maintenance

Requirements

• Self-starting and motivated to solve problems and delight customers • Excellent written and spoken communication skills for interacting clearly and concisely with technical team members and our customers • Must speak and write in English fluently • Strong time management and self-organizational skills • Must have vehicle, valid driving license and vehicle insurance, as legally required, to travel to work onsite at customer location in Jakarta • Previous experience as a support representative with at least two or more years experience managing cases involving 1st line duties • Working knowledge with Linux such as RedHat/CentOS • Competencies with Windows, MacOS, iOS, Chrome, and Android systems • Strong diagnostic and troubleshooting skills investigating and solving deployment issues with Linux servers including providing a root cause analysis (RCA) • Coordinating and managing virtual meetings through Microsoft products (Outlook, Teams)

Benefits

• Competitive salary • Health benefits • A role that provides new challenges and opportunities to learn and develop technical skills • Financial assistance for approved, job-related Professional Development activities annually • Opportunity to work with talented colleagues on a suite of exciting software applications