Job Description :

Sr. Technical Support Engineer

Atlanta, GA | Reports to: Customer Support Manager

We're looking for a Senior Technical Support Engineer with 6+ years of technical support experience for a great opportunity in Atlanta, GA.

Our client is looking for someone who is no stranger to addressing complex technical challenges and knows how to break down and isolate issues immediately. You will be joining an advanced team of motivated professionals providing best in class technical support.

As the Senior Technical Support Engineer, you will:

Identify customers’ needs and offer the best solutions

Submit feature requests to product management based on hands-on usage and valid customer requests that reflect growth of the products

Provide feedback to product and development team on customer requirements

Monitor progress of existing customer implementations to ensure they are successful

Be the focal point for our customer and our sales team for technical issues

Facilitate communication between external clients and internal teams

Reproduce technical problems and help identify solutions

Replicate integration scenarios with variety of ecosystem software

Pro-actively seek opportunities to improve product capabilities and customer relationship

Drive resolution of customer problems from first awareness to final solution

Requirements for the Senior Technical Support Engineer:

6+ years of experience in a technical support role

Working knowledge of IP protocols and services: TCP, UDP, DNS

Solid Linux experience (Debian is preferred and Shell scripting)

Service, user, configuration, and filesystem management

Familiarity with development and dev teams

Knowledge of HTTP/HTTPS, CISS, TLS/SSL, web servers, and HTML

Strong software security background (Certificate and key management, botnets, CnC operations, malware, malicious domains, and encryption/hashing algorithms

Client/Server, SaaS and/or Cloud architecture knowledge

Must be able to construct SQL queries and relate tables and data