Support Engineer I - UK

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.

Responsibilities

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; 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

Requirements

Support a remote-first, flexible shift schedule; 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.

Nice to have

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+)

Benefits

Health, Dental, and Vision Benefits; Flexible PTO, Sick Time Prorated Based on Date of Hire, and All Federal Holidays (US Only) + 3 Days of Paid Volunteer Time; Non-Commissioned Positions may be eligible to participate in the Annual Discretionary Bonus Plan; FSA and Dependent Care Accounts + EAP, where applicable; Educational Reimbursement; 401k with Employer Match or Pension where applicable; Pet Insurance (US Only); Parental Leave (US Only); Hybrid and Remote Work Model