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Technical Support Engineer

Foxborough, MA, USA

Department: Services

Position Description:
We are seeking a highly motivated Technical Support Engineer to join our team. In this customer-focused role, you will provide technical support to our global and high profile customer base for installed products. Responsibilities include identifying, troubleshooting, researching and resolving technical product inquiries for firewall, SEM, and network and host-based IDS in critical control system environments. The role will also provide training to the level 1 help desk team and provide support for escalations on a rotating, on-call basis.

This is a unique opportunity to provide mission-critical and security-critical product support to our worldwide customer base, with a leading-edge team committed to excellence in customer satisfaction.

Responsibilities:

• Provide timely and accurate follow-through for incident handling and response, escalation management and customer product inquiries.
• Configure, install, deploy and maintain customized customer firewalls, SEMs, and intrusion detection sensors, both network and host-based.
• Resolve product support ticket escalations from the Level 1 help desk analysts.
• Reproduce problems and submit detailed product defect reports for resolution.
• Develop an internal product support knowledge base.
• Provide ongoing product training to Level 1 help desk analysts on a rotating, on-call basis.

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.
• Demonstrated ability to learn quickly and work under tight deadlines.
• Excellent oral and written communications with solid organizational, time management and project management skills.
• Flexibility of working hours is required.
• CISSP certification is a plus.

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

Please submit resumes to se2@industrialdefender.com, indicating your shift preference and hours of availability. No calls, or third parties, please.

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