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Support Engineer


Customer Support Engineer - Software Defined Perimeter



We are looking for a US based support engineer to provide enterprise level support to our Software Defined Perimeter (SDP) customers. As a member of our support team you will be working closely with our SDP customers, responding to P1-P4 tickets involving complex network environments and our Zero Trust SDP application, and participating in an on-call rotation with other support engineers.



Responsibilities:



  • Engage with our customer administrators to troubleshoot and return to service our Software Defined Perimeter product
  • Facilitate software deployment in a customer environment and troubleshoot remote installation of the product
  • Maintain service health through monitoring and incident response
  • Improve service reliability through root cause analysis and post mortem/after action review
  • Provide other services such as software training and software migrations to new hardware
  • Develop professional written and oral presentation as well as other documentation to build up our public customer knowledge base
  • Work with support case management to ensure Appgate delivers industry leading customer support services



Technical Qualifications:



  • Required Experience config/supporting/managing:
  • VPN
  • Firewalls
  • DNS
  • TCP/IP Networking
  • Client Platforms (Virtualized, OS)



  • Additional Experience
  • Identity Providers (LDAP, SAML, RADIUS)
  • Multi-Factor Authentication (MFA)
  • OTP (One Time Password)
  • Linux (Ubuntu)
  • Python and/or Javascript knowledge (enough to troubleshoot basic scripts)
  • Strong knowledge and administrative experience on Windows and Linux
  • Knowledge of packet “sniffer” or protocols capture utilities



Functional and personal skills:



  • Excellent verbal and written communication skills with the ability to bridge technical/business stakeholders
  • At least 5 years of successful customer facing technical service experience
  • The ability to be a cross-functional team player, who can work independently and can quickly adapt to any situation
  • Customer service oriented and able to work with multiple projects at the same time
  • Passionate about problem solving and have good commercial sense when communicating with customer

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