Technical Support Engineer

Summary

Join Nozomi Networks as a Technical Support Engineer and contribute to the future of OT and IoT cybersecurity. This remote position, based in Canada or the US, involves providing post-sales support, resolving technical issues, and collaborating with stakeholders. You will perform exceptional customer service, interact with product and engineering teams, and develop knowledge base content. Success requires proven experience in customer-facing technical support roles, network security expertise, strong Unix systems knowledge, and excellent communication skills. The company offers competitive compensation, benefits, and opportunities for professional growth.

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

• Medical, dental, vision, life insurance, and disability insurance
• Equity program
• Variable bonus program
• 401(k) plan
• Employer matching program
• Flexible paid time off
• Paid holidays
• Paid parental leave