Technical Customer Support Engineer

@ Linx Security

About the Technical Customer Support Engineer Role

The Technical Customer Support Engineer at Linx Security provides consistent, world-class security, network, and product support for Linx Security products. This role involves assisting Enterprise customers, mentoring support engineers, managing communications during incidents, and resolving complex technical issues in collaboration with internal teams.

Key Responsibilities

• Provide assistance to Enterprise customers with Elite Support Service.
• Diagnose issues, identify root causes, and deliver effective solutions.
• Mentor support engineers to improve troubleshooting efficiency.
• Coordinate communications during internal incidents and service degradation events.
• Drive escalations for complex technical product issues.
• Interface with customers regarding system configurations, integrations, and product functionality.
• Contribute to knowledge base articles and training materials.
• Facilitate new product introductions with R&D and Product Management.
• Respond to support requests via email, Slack, Jira, Zoom, and other channels.

Requirements

Qualifications: Basic operations in Windows, Linux, and Mac OS; understanding of security and vulnerability management; TCP/IP networking; software support principles; strong problem-solving and communication skills.

Experience: 2+ years at Tier-1 technical support level; 2+ years of Linux/Windows server administration; 2+ years of log file, debug report, and diagnostic analysis.

Preferred Skills: Ability to write scripts (bash, PowerShell); deep understanding of firewalls and packet-level troubleshooting; working knowledge of Regex, SIEM solutions, SQL, and CA infrastructure.

Key skills/competency

Technical Support, Security, Networking, Incident Management, Linux, Windows, Troubleshooting, Scripting, Firewall, Customer Service