Tier 3 Support Engineer

Tier 3 support Engineer

Location: IL (Hybrid)

Skybox Security, Inc., the leader in proactive security management solutions, provides automated tools that help network security and operations teams prevent cyber threats, reduce risk exposure, and demonstrate network compliance with regulations. Skybox Security solutions are used in the most demanding network environments in the world - including organizations in Financial Services, Telecommunications, Retail, Government, Energy and Utilities, and Defense.

Skybox Security is looking for an experienced Escalation Engineer to be part of our growing Customer Care organization.

Duties And Responsibilities

Tier 3 support engineer, focusing on the following activities:

• Handling Support activities in EMEA and APAC region
• Analyze, track, and resolve customer’s most complex technical issues in a professional, timely manner.
• Interact with R&D, Professional services, and PM to investigate and resolve complex issues as well as add new features.
• Assist field personnel (SE’s, Sales, PS) with technical issues reported.
• Contribute to the company’s support Knowledge Base by creating new articles.
• Remote work with customers over Mail, Remote sessions and (occasionally) on-site
  
  

• 5+ years of experience in networking or security systems
• 5+ Experience with Support of Security products
• Experience troubleshooting complex issues
• Excellent analytical and problem-solving skills with a strong sense of customer commitment
• Knowledge and hands on experience with routers and firewalls, especially Cisco, FortiGate, Palo Alto and Check Point
• Hands on System Administration skills and experience with Linux
• Knowledge with vulnerability scanner systems (an advantage)
• Excellent communication skills, both verbal and written (English), ability to work independently and with a group, as well as the ability to work in a “multi tasking” environment
• Ability to work under pressure.
  
  

• CISSP highly desirable
• Other security/network certifications desirable (Such as GIAC, etc.)
• Network and security vendor certifications desirable (Such as Cisco CCNP, Juniper etc.)
• BS/MS in a computer related field preferred