Support Enablement Engineer

We’re looking for a highly motivated Support Enablement Engineer who is passionate about training technical teams. This role focuses on developing and delivering high-quality technical training for both internal support teams and partners’ teams. You will oversee the support and partner technical teams, identify and address technical gaps, onboard new support engineers and partners, and fulfil their technical training requirements. As a member of the Support Enablement team, you will collaborate with global Support, R&D, and Product teams.This is your opportunity to get on the rocket ship and join a company that is building a cutting-edge enterprise network and security cloud platform, and is on a fast track to becoming the worldwide market leader – don’t miss it!

Responsibilities:

• Train the Technical Support and Partner Teams with a focus on troubleshooting and product training.
• Create an environment where team members can ask questions and voice their needs.
• Design and deliver in-depth onboarding and continuous training sessions for both support and partners.
• Develop comprehensive troubleshooting and deep-dive content for Support and Partners to reduce ticket resolution time and optimise resource use.
• Monitor support and partner tickets, assist with technical troubleshooting challenges, and conduct quality control to reduce errors and improve procedures.
• Collaborate effectively with other teams to implement strategies that increase profitability, productivity, and overall experience for both support and partners.

Requirements:

• Experienced Support Engineer (tier 2-3) background from web/network/information security companies or equivalent Technical Account Manager/Pre Sales experience – Required.
• Strong computer skills with an emphasis on Networking, TCP/IP, Firewalls, and proxy servers – Required.
• Excellent oral and written communication skills with a passion for guiding and mentoring support and partner teams – Required.
• Great troubleshooting abilities and a passion for diving into complicated technical problems – Required.
• Experience working with a Cloud, SaaS technology provider.
• Familiarity with VPNs, IPSec, security protocols, and standards.
• Team player who is structured, responsible, and well-organised.