Immersive Security Advisor
We like to find solutions to hard problems. We like the cloud. We like a world where the good guys win. We're looking for creative, collaborative, passionate people interested in making enterprise network security better.
ProtectWise Inc is now hiring for the role of Immersive Security Advisor. We are seeking self-starters that drive for big results. This role is responsible to to provide technical support to external customers. The Immersive Security Advisor will provide overall escalation management and technical solutions as well as be able to communicate effectively with customers, sales people, management, and fellow technical support engineers. Immersive Security Advisors are also relied on as subject matter experts in their fields, proactively documenting technical solutions as well as creating and delivering training around their area of expertise.
The ideal candidate will have the following core competencies:
Core Competencies
Communication, written and verbal
Customer service orientation
Time management
Documentation
Results orientation
Knowledge sharing
Self-motivated
Advisory Assistance
You Will:
Provide overall escalation management and technical solutions when issues are reported
Review open issues on a daily basis, update our customers on the status of their escalated cases, and assist in the reproduction of issues
Establishing effective lines of communication with Engineering team and management to ensure cases are flagged that require immediate attention
Share knowledge, provide articles to the Knowledge Base team, and communicate new product information and known issues
Provide technical problem resolution and fully document the resolution in the ProtectWise call tracking system
Participate in an on-call rotation for after-hours high severity issue assistance
Create and deliver instructor-led training
Recognize, communicate, and document new remediations & solutions for emerging issues
Confidently and effectively present technical information to a wide range of audiences
Successful candidates will have the following Skills and Proven Experience:
In depth knowledge of Linux operating systems.
Proficiency in use of Windows operating systems
Basic understanding of AWS and VMWare environments
Strong working and theoretical understanding of the OSI Layer model.
Good TCP/IP Networking skills
Understanding of a wide variety of protocols, including snmp, smtp, wmi, syslog, ssh, ntp, dhcp, dns, cifs, and nfs.
Ability to work with SQL database via CLI
Ability to read and understand scripts to locate where issues are occurring.
Experience with setting up DHCP, DNS and NTP servers