Technical Support Engineer I- Email Security

Position Summary:

The Tech Support Engineer I – Email Security interacts with our partners through multiple communication channels providing technical support and escalation assistance on the vendors that we have on our line card. They create product knowledge documentation. The Engineer focuses on the products and technologies that are relevant to the specific team they are assigned to.

Essential Responsibilities:

• Resolves most requests via phone/email and provides documentation on the fix. Advises partners on system configuration setup interoperability and compatibility

• Creates knowledge base (KBs) materials relative to product-specific issues

• Acts as a backup subject matter expert for one product and assists with vendor communications and cadences

• Participates in regular meetings and training sessions to stay up to date on supported technologies and best practices for delivering exceptional technical support

Ideal Skills Experience and Competencies:

• Entry-level experience with the Microsoft 365 platform

• Basic understanding of mail flow related DNS records diagnosing mail flow issues setting up connectors to third-party platforms

• Demonstrated knowledge or experience with SaaS-based email security platforms such as Proofpoint Ironscales and TitanHQ

• Working knowledge of basic NIST security principles

• Understanding of TCP/IP networking routing switching firewalls

• Experience with Microsoft Active Directory and Microsoft Exchange (on-prem)

• Demonstrated experience using an ITIL based ticketing system

• MSP experience is highly preferred

• Proficient at managing email and team communication through Microsoft Outlook and Microsoft Teams

• Demonstrated track record of service level management

• Excellent analytical skills & problem-solving skills combined with the ability to provide quick resolution to problems

• Customer service oriented with ability to also work well in a collaborative team environment

• Ability to communicate professionally both written and verbal

• Ability to be self-motivated and independent

Required Education & Certifications:

• B.A./B.S. in related field or equivalent work experience

Compensation:

• Qualified candidates can expect a salary beginning at $50000 or more depending on experience

Expected Closing Date: 06/26/2024

#LI-Remote #LI-CL1 #BI-Remote #DICE-C