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AI threat management for the Internet-of-Things (IoT)

Customer Support Engineer, Suavei IoT Cybersecurity

$40k – $80k
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We are looking for a Technical Support Engineer to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot software problems and help our customers install applications and programs.

Technical Support Engineer responsibilities include resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support. You will use email and chat applications to give clients quick answers to simple IT issues. For more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions and technical manuals.

To be qualified for this role, you should hold a degree in a relevant field, like Computer Science, IT or Software Engineering. Linux – specifically Ubuntu -- certification is a plus. If you’re naturally a helper, enjoy assisting people with computer issues and are able to explain technical details simply, we’d like to meet you.

Ultimately, you will be a person of our customers' trust. They will rely on you to provide timely and accurate solutions to their technical problems.

Responsibilities

-Research and identify solutions to software issues
-Diagnose and troubleshoot technical issues, including account setup and network configuration
-Ask customers targeted questions to quickly understand the root of the problem
-Track computer system issues through to resolution, within agreed time limits
-Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
-Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
-Provide prompt and accurate feedback to customers
-Refer to internal database or external resources to provide accurate tech solutions
-Ensure all issues are properly logged
-Prioritize and manage several open issues at one time
-Follow up with clients to ensure their IT systems are fully functional after troubleshooting
-Prepare accurate and timely reports
-Document technical knowledge in the form of notes and manuals
-Maintain positive relationships with clients


Requirements

-Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
-Hands-on experience with Windows/Linux/Mac OS environments
-Strong experience with Linux and Ubuntu Server specifically; as part of the interview process your Linux knowledge will be tested in depth
-Good understanding of computer systems, mobile devices, and other tech products
-Ability to diagnose and troubleshoot complex technical issues
-Familiarity with remote desktop applications, Zoom meeting, Jira and GitHub
-Ability to understand and write shell scripts (or Python or Perl) in Linux
-Deep understanding of TCP/IP and UDP, including experience with tcpdump and/or Wireshark
-Excellent problem-solving and communication skills
-Ability to provide step-by-step technical help, both written and verbal
-BS degree in Information Technology, Computer Science or relevant field

Meet your team

People you would work with in this role
Co-founder and CTO of Suavei • Strong technical IT Security (McAfee, Qualys, Forcepoint, Tenable, VMware) and business (McKinsey) background.

Frank DeJoy

Avatar for Frank DeJoy
Via
CEO Suavei & Growth Exec; Scaling AI-powered IoT cybersecurity startup; Launched global wireless AI startup; Led 1st AT&T mobile data network to $1B in 3-yrs.

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