Senior Technical Support Engineer

Summary

Join RedSeal's team of highly skilled support engineers as a Senior Technical Support Engineer. You will be responsible for resolving complex technical issues, maintaining customer trust, and acting as the company's voice. This role requires strong technical skills, creative problem-solving, and excellent customer relationship management. You will work proactively with customers, providing outstanding service and ensuring they get value from RedSeal products. The position is remote, requiring East Coast Time Zone availability, and necessitates US citizenship due to government contracts. RedSeal offers competitive compensation and benefits.

Requirements

• Experience supporting Network Device Management Technologies / Network Configuration Management Technologies; especially in a cybersecurity context
• Minimum of 4+ years of Technical Services experience in customer-facing and technical support role
• Demonstrated intellectual curiosity; Problem-solving and technical aptitude that allows you to learn quickly when facing new problems and challenges
• Passionate about delivering high quality service to customers, with a focus on continuous improvement
• Excellent customer-relationship skills: responsiveness, sensitivity and diplomacy. Able to deal with difficult customer situations
• Superior written and verbal communication skills are a must. Proficient with presenting information to others. Excellent attention to detail
• Strong relationship management skills, effectively establishing empathy with customers through insight into their business drivers and expectations
• Comfortable working independently and collaboratively. Strong track record of following-through on commitments
• Self-motivated with a strong desire to reach your potential and grow your career at RedSeal with further opportunities
• Must be a United States citizen

Responsibilities

• Delight customers by providing outstanding customer service by solving problems quickly, helping customers avoid problems, and ensuring customers get value from RedSeal products
• Work with customers via phone, email, and Web conferencing
• Own customer technical support cases from open through to resolution
• Review network device config files, server logs, and other data sources to replicate and/or troubleshoot technical issues; establishing the root cause of problems and documenting solutions or workarounds across a range of networking, security, and integration environments
• Keep customers informed on the progress of open cases via timely and high-quality updates
• Document and review knowledge base articles and training materials
• Mentor and Coach other engineers on the team for continuous improvement of technical and client interaction skills
• May be required to be on-call on a rotating basis

Preferred Qualifications

• Experience with REST API
• Experience with Virtualization platforms: VMware VCenter, VMware ESXi, Oracle Virtual Box, KVM Virtualization, Microsoft Hyper-V virtual appliance
• Cloud Computing: AWS (GovCloud), Microsoft Azure, Google Cloud
• Strong Networking knowledge and experience. CCNA Certification a plus
• AI/ML as applied in technical self-service and customer support operations

Benefits

• Competitive compensation
• Health Benefits: Medical, Dental, Vision, Life, STD/LTD, and AD&D
• Flexible PTO policy
• Fidelity 401K
• Collaborative and innovative environment
• Leadership that supports and encourages professional growth and development