Technical Support SpecialistNetwork Perception is looking for a driven, highly motivated technical support person interested in joining an exciting early stage company in the network security space. The core responsibilities for this position are managing support requests and being the liaison between clients and the software development team. Duties will include creating support tickets, responding to client requests, orchestrating support calls and gathering the necessary information to address technical issues in a timely manner.
This is the initial hire of this position within the company and candidates must be comfortable working with management and the team of developers. Network Perception is a high growth early stage technology company that has launched two innovative and cutting-edge products in the network security industry. The company was founded at the University of Illinois by a team of industry leading security experts.In order to be successful in this role, you will need to have a deep understanding of networking concepts, and also experience with professional software development.
This is a client facing position and candidates must have strong communication skills and be comfortable working directly with clients. Previous experience in a technical support role is an advantage.QualificationsBS or MS in Computer Science (or related) with at least 2 years of relevant experienceExcellent ability to effectively communicate with different stakeholdersStrong analytical and problem solving skillsIn-depth knowledge about networking protocols and the TCP/IP stackPerfect understanding of access control lists, address translation, tunneling, and standard routing protocolsFluent with Unix toolset and GitExperience in Python, Web development, and large code baseResponsibilities:Manage technical support requests generated by clients.Create support tickets and follow up with clientsSchedule support call to understand technical issues and gather information to address themWork with software developers to fix technical issuesUnderstand technical issues related to network architecture, network access control, routing, and network device configurationsPrepare and provide reports on technical support service requests and response time