Technical Support Engineer

Summary

Join Nozomi Networks, a leader in OT and IoT cybersecurity, as a Technical Support Engineer. This remote position (Canada/US) involves providing post-sales support, resolving technical issues, collaborating with stakeholders, and ensuring excellent customer service. You will work with infrastructure design, deployment, testing, and optimization, while interacting with internal teams. The role requires developing core competency on Nozomi Networks' product line, creating and updating knowledge base content, and understanding critical account infrastructure. You will also replicate customer issues in the lab before internal escalation. This is an opportunity to contribute to a company protecting critical infrastructure globally.

Requirements

• Proven experience working in customer-facing roles as Technical Support Engineer or Systems Engineer
• Experience in network security in a support, design, consultancy or operations role
• Strong knowledge of Unix Systems, virtualisation technologies, scripting, and API integrations
• Knowledge of common networking, security protocols and applications
• Detailed technical experience in installations, configuration and operation of security appliances in large complex environments
• Strong knowledge of information security principles
• Excellent troubleshooting skills
• Strong communication (written/verbal) and presentation skills
• Solid working proficiency in both written and spoken English
• Ability to operate in settings with strong confidentiality and data privacy protocols
• Comfortable using FreeBSD
• Knowledge of PostgreSQL
• Bachelor’s Degree (or equivalent) in Computer Engineering (CE), or Computer Science (CS) or equivalent education/training/experience
• Experience in the field of ICS (Industrial Control Systems) security projects

Responsibilities

• Embody the Nozomi Networks Cultural Pillars and our mission to protect what matters most with transparency and trust
• Provide post-sales break-fix, consulting, and collaboration with all stakeholders to resolve technical issues
• Perform exceptional customer service relating to infrastructure design, deployment, testing and verification, as well as optimisation as needed
• Drive interactions with customers for resolution of issues while interacting internally with Product and Engineering Teams as needed
• Develop and maintain core competency on Nozomi Networks entire product line and technologies
• Create knowledge base content where none exists while updating existing to correctly position solutions
• Understanding of critical account infrastructure and technical environments
• Provide white-glove treatment for critical accounts
• Replicate and reproduce customer issues in the lab prior to escalating issue internally

Benefits

• Health & Wellness
• Financial
• Work-Life Balance
• Unparalleled Flexible Time-Off