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Job Title: Technical Support Engineer
Job Duties: Provide specialized cyber security engineering support serving as the technical interface between Company and customers. Provide technical problem-solving and support to customer base and also act as a customer advocate. Troubleshoot security measures for customers to ensure safe infrastructure. Troubleshoot Company product and network issues. Develop and maintain a thorough understanding of Company software products, its implementation, and use within client environments, and assess common challenges. Assist in customer retention process by proactively contacting customers to ensure satisfaction and renewal of product and services. Improve the Company\'s support process by creating knowledge-based articles, product solutions, additional best practices documentation, and internal trainings. Create and submit feature requests to product management based on hand-on usage and valid customer requests that reflect growth of the products. Serve as a lead technical support engineer specialist to other staff. Develop and design training materials for all Company products. Liaise with sustaining, development, and sales as the point of contact for all technical issues.
Position permits telecommuting from within the U.S.
Required education: Bachelor of Science or equivalent in Electronic Engineering or related.
Required experience: 12 months as Senior Systems Engineer or related.
Additional minimum requirements: work experience to include at least 1 year of the following:
