Support Engineer I - UK

Position Summary

We are looking for a Global Support Engineer I who can support a remote-first, flexible shift schedule. This is a growth role—you will advance your career as a support engineering professional while simultaneously increasing your knowledge and hands-on experience with networking infrastructure as a service. You will regularly support  interesting and challenging technical matters and questions and bring clarity to our customers as they leverage our tools to secure their networks in an ever-changing security threat landscape.

Key Responsibilities

As a member of the Global Support Engineering team, you will work with customers to resolve technical issues with our product(s) using a variety of internal resources and provide data analysis to understand and troubleshoot systems. Your day-to-day responsibilities could include any of the following:

Provide hardware and firmware deployment support for our appliances.

Actively participate in Knowledge Centered Services (KCS) by learning from documented knowledge and contributing to discussions.

Engage in troubleshooting activities, following guidance and existing documentation.

Assist with the initial stages of ticket handling and escalate when necessary.

Work collaboratively with more experienced engineers and cross functional teams to gain deeper insights into complex issues.

Assist customers with configuration of network infrastructure, virtualization, and third-party integrations.

Assist customers with hardware support and replacement.

Utilize a ticketing system to update, communicate, and move work items to completion.

Act as the single point of contact for customer questions and concerns.

Communicate with customers in a highly professional manner via various channels including phone, ticketing system, and video conferencing.

Pair your existing knowledge with a continuous learning mindset to elevate your service to our customers while being a force-multiplier to your colleagues.

Attend regular “in-office” meetings (limited to no more than monthly) and annual in-office training sessions

Required Qualifications

Two years of experience in B2B Technical Support —this is not an entry-level position.

In-depth knowledge of the OSI Model.

Understanding of network infrastructure routing and switching concepts.

Excellent customer service, organizational, and documentation skills.

Work cooperatively with others within the organization and other cross-functional stakeholders.

Work well in fast-paced, high-stress environments.

Has predictable, reliable attendance.

Preferred Qualifications

Experience with Unix/Linux-based operating systems.

An understanding of cybersecurity concepts, terminology and tools

Javascript familiarity and comfort.

Certifications in networking or infrastructure (like CompTIA Network+).

Certifications in Cyber Security (like CompTia Security+)

The salary range for this role is £30,000 - £35,000 + bonus