Customer Support Engineer

Summary

Join Menlo Security's team and contribute to enabling secure connections, communication, and collaboration without compromise. As a Technical Support Engineer, you'll lead troubleshooting efforts, provide configuration reviews, and assist engineering teams in resolving software or operations issues.

Requirements

• 2 to 4 years of experience in information security technology
• Good knowledge of Linux, TCP/IP, HTML, SSL, SSO, and VMware, and technical support or related experience with a strong customer focus
• Knowledge of logging/SIEM environments (i.e. Splunk) and network diagnosis tools (i.e.Wireshark)
• Familiarity with Zendesk and Jira or other CRM tools
• Excellent written and spoken communication skills in English and Japanese. Proficiency in Korean would be an added advantage
• Shown ability to learn cloud security technologies and independently debug security policy, network connectivity and performance issues
• Ability to clearly articulate technical issues to both technical and non-technical audiences, and explain their impact on business
• Manage administration accounts, cloud tenants and policy configurations

Responsibilities

• Lead troubleshooting effort to resolve customer reported issues via phone, e-mail or remote session
• Provide configuration review, troubleshooting and improved standard methodologies to our customers
• Triage support cases, making sure to record, track, and resolve each issue efficiently and proactively
• Provide fault isolation and root cause analysis for technical issues
• Publish Technical Support Bulletins and other user documentation in the Knowledge Base for continuous education and prevention
• Assist engineering and operations teams to investigate and resolve software or operations issues
• Travel may be required to customer sites in conjunction with Technical Account Managers for named accounts
• After hours and weekend on-call support may be needed to support maintenance activities

Preferred Qualifications

Experience in at least 1 of the following is a plus; Proxy chaining, Firewalls, and/or SAML based authentication