Technical Support Engineer

Responsibilities

• Provide technical support via phone, email, and WebEx for the Qualys product portfolio
• Manage prompt resolution to global customer and partner service requests in a highly secured environment
• Ensure high levels of customer satisfaction by addressing needs throughout the customer service life cycle
• Collaborate with Engineering, Finance, Sales, Alliances, and Operations to resolve complex service requests
• Perform packet capture review, diagnosis, and Splunk log queries for troubleshooting

Requirements

• Bachelor of Science in Computer Science or equivalent experience
• 3+ years of experience in a technical support role
• Unix/Linux experience in an enterprise environment
• In-depth understanding of TCP/IP and LAN/WAN infrastructures
• Knowledge of common OS services including IIS, Apache, BIND, AD, WINS, Samba, and SSH
• Strong knowledge of firewall, Intrusion Detection System (IDS) technologies, and Network Vulnerability Scanners
• Experience with Windows Active Directory authentication and security
• Proficiency in Splunk for log queries and report/dashboard generation
• Experience with packet capture review and diagnosis
• Outstanding troubleshooting, analytical, and communication skills

Preferred Qualifications

• Certifications such as CCNA, MCSE, CISSP, CompTIA Security+, or CEH
• Scripting experience with Bash or Python
• Knowledge of major web server software like Tomcat, WebLogic, or Websphere
• Experience with Systems Management (KACE, GPO deployments)
• Previous API support and Regex knowledge
• Experience with Customer Support and Development Tools like Salesforce or JIRA
• Bilingual skills in Spanish or Portuguese

About the Company

Qualys, Inc. is a pioneer and leading provider of disruptive cloud-based security, compliance, and IT solutions. With more than 10,000 subscription customers worldwide, including a majority of the Forbes Global 100 and Fortune 100, Qualys helps organizations streamline and automate their security and compliance solutions onto a single platform for greater agility and cost savings.