Technical Support Engineer

Join Qualys, a premier cybersecurity firm, as an experienced Technical Support Engineer specializing in Security Applications. You will be instrumental in ensuring prompt resolution of global customer and partner service requests within a highly secure operational environment. This role demands close collaboration with cross-functional teams to achieve outstanding customer satisfaction. We are seeking dedicated security enthusiasts with robust networking proficiencies. Your responsibilities will include leading the charge in resolving complex technical issues, delivering exceptional, top-tier support, and contributing significantly to our commitment to world-class customer assistance.

Responsibilities:

• Address and resolve global customer and partner service requests swiftly and efficiently in a secure, cloud-based environment.
• Foster strong collaboration with development, QA, and other cross-functional teams to ensure high levels of customer satisfaction.
• Provide comprehensive technical support via phone, email, and messaging platforms for our SaaS product modules.
• Maintain professional and courteous customer interactions throughout the entire service lifecycle.
• Serve as the primary technical point of contact for escalated issues, working directly with development and QA teams.
• Excel in a challenging, fast-paced environment, consistently delivering world-class technical support and innovative solutions.

Qualifications:

• A minimum of 1 year of proven experience in technical support roles.
• Hands-on experience in Vulnerability Management and supporting Web Application Security or Firewall applications.
• Deep understanding of TCP/IP protocols and extensive knowledge of LAN/WAN infrastructure.
• Solid proficiency in Windows and/or strong experience with Linux/Unix environments in an enterprise setting.
• Familiarity with essential operating system services including IIS, BIND, Apache, Active Directory (AD), WINS, Samba, and SSH.
• Knowledge of firewall technologies, Intrusion Detection Systems (IDS), and Network Vulnerability Scanners.
• Exceptional analytical and troubleshooting abilities.
• Excellent command of written and verbal communication skills.
• Bachelor of Science degree in Computer Science or equivalent practical experience.

Networking Expertise:

• Thorough understanding of the OSI model layers.
• Knowledge distinguishing between broadcast domains and collision domains.
• Familiarity with DNS record types and operational mechanics.
• Understanding of SSL and TCP/IP handshake processes.
• Proficiency with ARP, DHCP, proxy servers, and DNS cache management.
• Clear differentiation between TCP and UDP protocols and their respective functionalities.

Linux/Unix Proficiency:

• Understanding of the Linux/Unix boot sequence and run levels.
• Various methods for IP address assignment on Linux/Unix/Debian systems.
• Skills in monitoring running processes, identifying hidden files, and package installation.
• Knowledge of sudo commands, file permissions, file system structures, and SSH banner configuration.

Windows Expertise:

• Insight into the Windows boot process and foundational control panel functionalities.
• Understanding of User Account Control (UAC), registry hives, and tools for remote registry manipulation.
• Knowledge of kernel mode vs. user mode operations, Active Directory, and Group Policies.
• Familiarity with Kerberos and NTLM authentication, Procmon, and the Service Control Manager.

Security Fundamentals:

• Understanding of common vulnerabilities, the vulnerability lifecycle, and exploit mechanisms.
• Knowledge of malware categories (viruses, trojans, worms) and the concepts of False Positives/Negatives.
• Comprehension of True Positive, True Negative, False Positive, and False Negative in the context of cybersecurity analysis.

Preferred Qualifications:

• Experience in reviewing and diagnosing packet captures.
• Prior experience with API support and regular expressions (Regex).
• Scripting skills in Bash or Python.
• Familiarity with major web server software, UNIX/Windows web services, and diverse operating platforms.
• Working knowledge of Oracle and Microsoft SQL databases.
• Possession of certifications such as CCNA, MCSE, CISSP, CompTIA Security+, or CEH is highly advantageous.
• Experience utilizing customer support and development tools (e.g., Salesforce, Jira).
• Candidates with a CDAC background are preferred.
• Willingness to work in a 24/7 rotational shift schedule.