Technical Support Engineer

3 days ago

Taguig, National Capital Region, Philippines Sutherland Full time

Sutherland Taguig, National Capital Region, Philippines

Technical Support Engineer

Do you want to be a part of one of the largest, independent process transformation companies in the world? Apply now as a Technical Support Engineer here in Sutherland.

Sutherland serves marquee clients in major industry verticals. With our head office located in Rochester, New York, USA, Sutherland spans 60 locations across 19 countries supporting 8 industries, focusing on delivering results that businesses can see, resulting in improved experiences that their customers can feel.

If you are a Technical Support Engineer looking for a global career, do not miss this opportunity

KEY RESPONSIBILITIES:

  • Handle support issues from Nessus customers via web to case, voice, and chat channels.
  • Handle basic product how-to, configuration, plugin and product installation inquiries using fixes and solutions from the Nessus support knowledge base.
  • Utilize Tenable Salesforce instance to document all support interactions and advance issues to other support teams per documented processes.
  • Analyze and advance complex technical issues to the Level 2 product support team.
  • Ensure customer feedback is properly channeled into Product Management and Research & Development.
  • Identify opportunities to improve or add content to the Nessus Support Knowledgebase and work with an SME to get the content added so it can be re-used.
  • Work closely and build relationships with the rest of the Tenable team, including Sales, Customer Advocacy, Research & Development, and Operations.

MINIMUM QUALIFICATIONS:

  • 1-year technical support service experience in a contact center environment.
  • Working knowledge of networking, Linux/Unix, macOS, Windows administration, patch deployment and system configuration.
  • Hands on knowledge on Windows Operating systems, sound knowledge on File Systems, File Directories, Registry editor, Installation, and configuration of Software apps.
  • Hands on knowledge on Linux Operating systems – Red Hat, CentOS, Managing users and groups, files and permissions, networking - TCP/IP.
  • Networking: OSI Model, protocols – TCP/IP, SMTP and known ports, Firewall configuration, devices that work on different layers, Wireshark knowledge will be a plus.
  • Familiarity with CVE, NVD, Security Bulletin.
  • A passion for making customers successful.
  • Outstanding written and verbal communication skills.
  • Service oriented attitude including outstanding customer service skills, attention to detail, and expertise in quickly resolving customer issues.
  • Strong technical and robust problem-solving skills, the ability to learn from doing, personal accountability, and a positive and professional attitude.
  • Strong desire to learn new skills at an accelerated pace.
  • Thrives working in a team environment as well as comfortable working independently with minimal direction.
  • Ability to multi-task and manage multiple priorities in a fast-paced environment.

TECHNICAL SKILLS REQUIRED:

  • Strong knowledge and experience in the following skills:
  • Linux: Red Hat Enterprise | Cent OS | Debian: Good understanding of Command Line Interface, SSH Authentication and SSH privileges | Linux Administration | Must.
  • Windows Server Administration: General knowledge on Active Directory, its use in Windows Environment, Credentials scan, Windows Management Instrumentation service, Registry editor, System Shares: IPC$, Windows credentials scanning knowledge. RPC Endpoint Mapper Service (135), SMB. | Beginner.
  • Networking: OSI Model, TCP/IP – 03-way handshake, Packet captures via Wireshark packet analysis. Knowledge on SSH, Http and how to set up a Public Key authentication. | Intermediate.
  • Cloud: Microsoft Azure – Active Directory to run credential scans, run a vulnerability scan.
  • Firewalls: Brocade, Cisco, FortiGate, Palo Alto, how the firewall is configured.
  • Basic knowledge on Oracle DB, Mongo DB, IBM DB2, Postgre SQL, SQL Server, Sybase ASE, Cassandra Authentication process.
  • Good foundational knowledge on C++, C#, Java, or PHP to interpret errors in the NASL log files.

GOOD TO HAVE COMPLIMENTARY SKILLS:

  • Knowledge on how to install devices via CLI on Linux.
  • Cloud: Basic knowledge on ADFS and Oauth.
  • Creds scan - Nessus creds scan (built in).
  • Knows or have worked on Database authentication issues.
  • Virtualization – Hyper V and VMWare to run Nessus scans.

WHAT WE OFFER:

  • Competitive compensation package.
  • Paid training.
  • Life insurance.
  • Paid time-off.
  • Sick leave conversion.
  • Enrich program (Educational support for employees).
  • Annual performance-based merit increase.
  • Employee recognition.
  • Employee Referral Program.
  • All mandatory statutory benefits.
  • Equal employment opportunity.
Seniority level

Entry level

Employment type

Full-time

Job function

Information Technology

Industries

IT Services and IT Consulting

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