Technical Support Engineer

Qualys is hiring for the role of Technical Support Engineer!

Responsibilities of the Candidate:

• Provide technical support to customers by responding to inquiries and resolving issues related to Qualys products and services.
• Troubleshoot and diagnose technical problems, offering solutions and guidance to customers.
• Collaborate with cross-functional teams, including development and quality assurance, to resolve customer issues.
• Document and track customer interactions and solutions in the support ticketing system.
• Communicate effectively with customers through various channels, including email, phone, and chat.
• Stay up-to-date on product knowledge and industry trends to provide accurate and timely support.
• Participate in training sessions and knowledge-sharing activities within the technical support team.

Requirements:

• 1-2 years of experience in a technical support role.
• Vulnerability Management, Web Application Security/Firewall application support experience is preferred.
• In-depth TCP/IP understanding.
• LAN/WAN infrastructures.
• Common OS services (IIS, BIND, Apache, AD, WINS, Samba, SSH).
• Strong knowledge of current firewalls, Intrusion Detection System technologies, and Network Vulnerability Scanners.
• Outstanding troubleshooting and analytical skills.
• Excellent written and verbal communication skills.
• Bachelor of Science, preferably with a major in Computer Science or equivalent experience
• Preferred:
• Experienced with packet capture review and diagnosis.
• Previous API support and Regex knowledge.
• Understanding of scripting languages like Bash, Python, Powershell, etc.
• Knowledge of major web server software (IIS, Apache, WebSphere, Tomcat, WebLogic), UNIX/Windows web services, and diverse platforms and applications (Linux, Windows 2003/2008, Windows NT, Novell, Lotus Notes, Mac OS).
• Oracle and Microsoft SQL knowledge is desirable.
• CCNA, MCSE, CISSP, CompTIA Security+, and CEH are highly desirable.
• Experience with Customer Support and Development Tools (Salesforce, Jira, etc.)
• Willing to work in rotational work hours.