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    Lead Technical Support Engineer - Raleigh, United States - Qualys

    Qualys
    Qualys Raleigh, United States

    1 week ago

    Default job background
    Description

    Come work at a place where innovation and teamwork come together to support the most exciting missions in the world

    Description:

    The Lead Technical Support Team is responsible for managing prompt resolution of global customer and partner service requests in a highly secured environment.

    Handle Major Escalations for critical Accounts that require a more personalized and attentive approach. Extremely Knowledgeable of Cyber security and networking. Responsible for the Technical Health and Development of L1's and L2's Processes. Knowledge transfer to expand expertise/skill sets of L1/L2 Team. Quarterly Bootcamps, Education days to help skill up TSE and Senior TSEs. Daily escalation tracker, reviews of Escalation Queue, cases/backlog, Queue management. The Technical Lead works closely with Development, QA, Operations, Customer Service, Finance, Sales, and Alliances to ensure high levels of customer satisfaction with all transactions. The primary function of this position is to ensure that each customer interaction is a friendly and professional experience, that addresses the needs of the customer in all stages of the customer service life cycle within Qualys. Customer relationship building and teamwork are key success criteria for this role.

    This position will assist the Manager and Director of Support by acting as a backup when needed and providing insight and feedback on technical issues.

    Responsibilities:

    • Provides a specialized skill set and experience to successfully address and resolve Incidents that cannot be resolved by Technical Support Engineers I and II
    • Coach and develop the team members actively.
    • Investigates and coordinates resolution and recovery actions for aging Incidents.
    • Acts as a technical liaison or subject matter expert with support to cross-functional Qualys departments
    • Assists in training and provides support to Technical Support Tier 1, 2, and 3 Engineers with advanced troubleshooting needs.
    • Continually finds ways to improve process and workflow efficiency, including staying up to date on industry best practices.
    • Submits entries into a knowledge base designed to address common questions, advanced techniques, and best practices.
    • Creates, manages, and responds to trouble-tickets submitted to Tier 3 by internal departments on behalf of customers that are experiencing challenges using Qualys technology software products.
    • Responsible for working with 3rd party vendors including partners.
    • Responsible for supporting high-level escalations.
    • Must be available 24/7 as an escalation point for Tier 2/3 staff and management.
    • Identifies and resolves all technical challenges as appropriate, executes duties in a thorough and timely manner.
    • Supports internal organizations in troubleshooting and identifying issues with the network, platform and product suite.
    • Identifies and documents product and network defects requiring code changes to correct bugs.
    • Oversees the management of trouble tickets, seeking a resolution to close tickets and support customers quickly and efficiently.
    • Follow the company Code of Ethics, Values and Policies and Procedures always.
    • Attends meetings and training as required.
    • Communicate in an effective and professional manner with customers inside and outside of the Qualys Product Suite

    Required

    • Bachelor's degree in Computer Science, Business Information Systems or similar field or equivalent work experience required.
    • 7+ years in a technical support role for software and hosted products
    • Web Services and API knowledge and understanding of conceptual use.
    • Solid understanding of internet fundamentals
    • Unix/Linux experience in an enterprise environment.
    • In-depth Networking knowledge - TCP/IP understanding, LAN/WAN infrastructures.
      Common OS services (IIS, BIND, Apache, AD, WINS, Samba, SSH).
    • Strong knowledge of current firewall, Intrusion Detection System technologies, and Network Vulnerability Scanners.
    • Proficient in managing critical issues and providing on-call support.
    • Excellent analytical and advanced troubleshooting skills with end- users/customers
    • Excellent customer service and communication skills, both verbal and written
    • Ability to multitask and work well in a fast-paced environment.
    • Proficient in Microsoft Office applications
    • Able to work with little supervision and complete projects per specifications and deadlines.
    • Meet requirements of Tier 1-2-3 training and abilities
    • Excellent written and verbal communication skills.

    Qualys is an Equal Opportunity Employer, please see our EEO policy.

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