Remote

Technical Support Engineer, Secure Access

Absolute Software
United States
Jan 07, 2025
Description Absolute Software is looking for a Technical Support Engineer to join our Secure Access team. This team member needs the skills to effectively diagnose and resolve problems on the fly, work in a lab to assess more complicated problems, and work directly with the development and test teams to resolve complex issues. You will have the opportunity to work on some of the latest and greatest hardware products and Operating Systems. As a customer advocate you will have a direct impact on future iterations of the product. Reporting to the Secure Access Team Manager, the ideal candidate will be able to: Use analytical skills and creativity to investigate and resolve customers' technical issues Manage multiple complex technical issues simultaneously Develop expertise in using and supporting our products and technologies, including wireless networking products Investigate, document, and track product bugs and customer feature requests Utilize diagnostic tools and debug files from customers Duplicate issues within a lab environment Participate actively during team meetings and reach out independently to other team members, sharing knowledge and assisting in troubleshooting Identify and prepare information for posting on the technical support web site and/or inclusion in technical documentation Identify trends in issues and make recommendations for ways to eliminate or reduce high frequency issues, streamline the support process, or reduce utilization of developer time Communicate solutions to customers of varying technical abilities in a professional manner Protect the security and privacy of Absolute and its customers Your Skills: To do well in this position it is important that you have a strong foundation in providing software support and in IP network configuration and troubleshooting. For that reason, Absolute requires that you have 4-5 years of experience in networking support (client-server experience preferred). It is also important that you are a self-starter, and able to work independently with limited direction. You must have: Experience using a case management system and keeping case records up to date. Work with Salesforce.com is a plus Ability to work independently and self-motivated to continue improving technical skills during downtime. Proficiency with IP networking concepts and protocols: LAN / WAN networking concepts including IP, TCP, UDP, ICMP, routing, and firewalls LAN / WAN equipment installation, configuration, and troubleshooting Self-motivated quick learner with enthusiasm for customer satisfaction Hands-on experience with network protocol analyzers (NetMon, Wireshark, etc.) Strong working knowledge of various Operating Systems, including installation, configuration, and authentication methods; (Windows, iOS, OSX, and Android) Understanding of virtualization software is a plus; (VMWare, Nutanix, etc.) A demonstrated passion for problem-solving and technology General understanding of authentication methods such as NTLM, RADIUS, PKI specifically PEAP, PEAP-TLS and RSA token methods Experience in configuring wireless networks and VPNs Strong verbal and written communication skills, analytical ability, and organizational skills Demonstrated ability to read and interpret technical documentation, debug files, and related information Experience writing short technical documents and/or knowledge base articles a plus Additional consideration given to candidates with one or more of the following: Any experience consulting in the mobility area, specifically on infrastructure and network design. Thebase pay range for this position is from $90,000 - $105,000 USD; the base pay offered is determined by the market location and may vary depending on job-related knowledge, skills, experience, and internal equity. As part of our total rewards offering, permanent employees in this position may be eligible for our annual bonus program. Why Work For Us: You're resilient and passionate about securing the Work from Anywhere era. So are we. We're in search of the best and the brightest - everyone from innovators, sellers and marketers to financers, operators and especially customer relationship managers - we're looking for top tier talent to help us shape the next decade of security, drive innovation that enables customers with truly disruptive solutions and are dedicated to making a meaningful difference. Headquartered in Seattle, Washington with international offices in Vancouver - BC, Austin - TX, Boulder - CO, Ankeny - IA, Reading - UK and Ho Chi Minh City - Vietnam, Absolute Security accelerates customers' shift to work-from-anywhere through the industry's first self-healing Zero Trust platform, ensuring maximum security and uncompromised productivity. Only Absolute is embedded in more than half a billion devices, offering a permanent digital connection that intelligently and dynamically applies visibility, control and self-healing capabilities to endpoints, applications, and network access to ensure their cyber resilience tailored for distributed workforces. Our vision is to be the world's most trusted security company - and to empower end users to connect securely and from anywhere, to all the applications they need to collaborate and get their work done, without interruptions and with an optimal network experience. Absolute currently serves approximately 16,000 customers with more than 13 million activated endpoints globally. G2 recognized Absolute as a Leader in the Winter 2022 Endpoint Management and Zero Trust Networking Grid Reports, reflecting our continued customer satisfaction across product lines. To learn more about Absolute, visit our website atwww.absolute.comor visit ourYouTube channel Absolute Security Inc. is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. If you need assistance or an accommodation due to a disability, you may contact us at [emailprotected]