Job description
Role Overview
Technical Support Engineer at Nozomi Networks. The Delivery department is hiring to execute on delivering excellent support to resolve technical issues and bring about improvements in processes with autonomy.
Company Overview
Nozomi Networks is the leader in OT and IoT cybersecurity. The company protects the world's critical infrastructure, industrial and government organizations from cyber threats by providing network visibility, threat detection and operational insight. Nozomi Networks defends some of the world's largest organizations and critical infrastructure in more than 68 countries. The AI-powered cybersecurity platform secures operational technology (OT) and Internet of Things (IoT) infrastructures for enterprises and government entities across energy, manufacturing, transportation, resources, and critical infrastructure.
Role Purpose
To provide exceptional post-sales support, resolve technical issues, and drive process improvements for customers while collaborating with internal stakeholders and maintaining expertise across the full product portfolio.
Key Responsibilities
Customer Support & Collaboration
- Provide post-sales break-fix, consulting, and collaboration with all stakeholders to resolve technical issues.
- Perform exceptional customer service relating to infrastructure design, deployment, testing and verification, as well as optimization as needed.
- Drive interactions with customers for resolution of issues while interacting internally with Product and Engineering Teams as needed.
- Provide white-glove treatment for critical accounts.
- Understand critical account infrastructure and technical environments.
Knowledge & Technical Competency
- Develop and maintain core competency on Nozomi Networks entire product line and technologies.
- Create knowledge base content where none exists while updating existing to correctly position solutions.
- Replicate and reproduce customer issues in the lab prior to escalating issue internally.
Culture & Values
- Embody the Nozomi Networks Cultural Pillars and the mission to protect what matters most with transparency and trust.
Qualifications & Experience
- Proven experience working in customer-facing roles as Technical Support Engineer or Systems Engineer.
- Experience in network security in a support, design, consultancy or operations role.
- Detailed technical experience in installations, configuration and operation of security appliances in large complex environments.
- Experience in the field of ICS (Industrial Control Systems) security projects.
- Bachelor's Degree (or equivalent) in Computer Engineering (CE), Computer Science (CS) or equivalent education/training/experience.
Skills & Competencies
- Strong knowledge of Unix Systems, virtualization technologies, scripting, and API integrations.
- Knowledge of common networking, security protocols and applications.
- Strong knowledge of information security principles.
- Excellent troubleshooting skills.
- Strong communication (written/verbal) and presentation skills.
- Solid working proficiency in both written and spoken English.
- Comfortable using FreeBSD.
- Knowledge of PostgreSQL.
- Ability to operate in settings with strong confidentiality and data privacy protocols.
Additional Information
- Health & Wellness benefits.
- Financial benefits.
- Work-Life Balance benefits.
- Unparalleled Flexible Time-Off.
- All benefits are customized to the country you are based in.
- Successful candidates will be subjected to background verification checks.