Job Description

Technical Support Engineer
Full–time
CD320207

Job description
Available Locations: London, Portugal

About the role
Do you love solving complex problems and interacting with people? Are you passionate about helping customers and are a standout colleague? the organisation is seeking a Technical Customer Support Engineer to join our team. You will work with our customers on a variety of technical support issues as well as the Technical Operations team that is responsible for running our global distributed network. This is a position where you will learn the inner workings of the organisation's technology and gain a deeper understanding of internet technologies.
Examples of desirable skills, knowledge and experience.
• You have previous experience working as part of a team in a customer-facing role.
• You have experience solving DNS and other networking-related problems.
• You understand how the Internet works.
• You understand and have previous experience working with Identity and Access Management protocols and technologies (SSO, SAML, OAuth, Federation, SCIM, etc.).
• You understand and have previous experience supporting and troubleshooting multi-factor mechanisms (TOTP, SMS, FIDO, U2F, WebAuth, EMAIL, Push MFA, etc).
• You have experience configuring and troubleshooting VPNs.
• You have experience working in a support role where you thrived every time you resolved a ticket.
• You are comfortable communicating through various support channels and always put the customer first.
• You are a motivated self-starter and always looking to expand your existing skillset.
Bonus Points
• You are fluent in German, Japanese, French, Spanish, Portuguese, or Mandarin.
• You are familiar with the organisation Zero Trust products (Zero Trust / Access / Gateway / Tunnel, WARP client) and have a site actively using our platform.
• You have a solid grasp of problem-solving with command line tools (dig / traceroute / curl / tcpdump).
• You are familiar with Apache, Nginx, IIS, and other web servers.
• You are committed to gaining a deeper understanding of the following technologies: Zero Trust / Secure Web Gateway policies / Endpoint protections / security best practices (Certificates, Zero Trust, least privileged access etc).
• You have worked with relational database platform, MS SQL or other database servers.