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Technical Support Engineer

Foxborough, MA, USA

Department: Services

Position Description:
We are seeking a highly motivated Technical Support Engineer to support the rapid growth of our cyber security customers. In this role balancing both a technology and customer-focus, you will be part of the Customer Services team to respond, troubleshoot and resolve customer issues with our installed products. Focusing on real-time critical infrastructure industries securing SCADA, DCS, EMS and other process control systems, you will be on the leading edge of a securing and protecting vital critical infrastructures in Electric, Oil & Gas, Chemical, Water and Transportation industries from cyber attack.

Responsibilities:

• Provide timely and accurate follow-through for incident handling and response, escalation management and customer product inquiries.
• Assist and participate with Services team on customer deployment. Configure, install, deploy and maintain customized customer firewalls, SEMs, and intrusion detection sensors, both network and host-based.
• Travel to customer sites to help troubleshoot issues on demand.
• Reproduce problems and submit detailed product defect reports for resolution.
• Work closely with Engineering to provide hot fixes to customer.
• Develop an internal product support knowledge base.
• Provide weekly status report on critical customers to executive team.

Requirements:

• 3+ years of experience with technical troubleshooting and security device deployments. BS Degree preferred.
• Strong interpersonal, customer service and decision-making skills, with ability to manage multiple projects and priorities in a fast-paced environment.
• Strong working knowledge of security monitoring, VPNs, IDS, IPS, firewall technologies, and MS and *NIX operating systems.
• Self-directed and motivated, with ability to work independently, as well as collaboratively in a team environment.
• Flexibility of working hours is required.
• Flexibility and willingness to travel on business need.

We offer competitive compensation and comprehensive benefits, to include medical, dental, life and disability insurance.

Please submit resumes to jobs@industrialdefender.com. No calls, or third parties, please.

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