Technical Support Engineer -Web Gateway (Multilingual)

Bogota, Distrito Capital de Bogotá, Colombia
Job ID: JR0031220


Job Title:

Technical Support Engineer -Web Gateway (Multilingual)

Role Overview:

As Technical Support Engineer, you will work with Skyhigh Security customers to successfully diagnose, troubleshoot, and debug complex computer systems, software as well as networking devices to drive towards client resolution.

About Us

At Skyhigh Security, we have a bold vision to Secure the World’s Data.  Our mission is to protect organizations with cloud-native security solutions that are both data-aware and simple to use.  We go beyond data access and focus on data use, allowing organizations to collaborate from any device and from anywhere without sacrificing their security.  We strive to live your values every day.   We want to Lead the Industry, we actively embrace our differences, we love to learn together, and we choose to celebrate each other often!

What You Will Do

  • Provide effective technical support to proactively resolve customer equipment or software issues in complex networking environments.
  • In a collaborative environment, take ownership, demonstrate empathy for the customer and ensure solutions for design, reliability, maintenance, defects and issues with design/software engineering.
  • Demonstrates an appetite for learning new technologies;  This is an ideal role for someone who enjoys working with complex technology and solving challenging networking problems.
  • Ability to quickly identify and recommend next steps to drive problem resolution.
  • Must be able to clearly and concisely document and communicate technical concepts for internal and customer consumption.
  • Work remotely and thrive in a team environment with a customer centric and time sensitive approach.


About You

  • 2+ years of technical support experience in an enterprise environment with an understanding of technical support processes and a customer case management background
  • Motivated and eager to learn new technology and products
  • Strong customer facing skills via phone, video and email communication
  • Excellent written and verbal communication skills with attention to detail
  • Ability to multitask and prioritize job requirements in a dynamic environment
  • Associates or Bachelor’s degree, especially in computer science or a related field, is a plus
  • Certifications from professional organizations in Cyber Security, Computing or Cloud is a plus
  • Progress towards, or completion of, certifications with Microsoft , Cisco, or Linux is a plus


Technical Skills:

  • Solid understanding of OSI Model, TCP/IP protocol suite (IP, ICMP, TCP, UDP, SNMP, FTP, TFTP, SMTP).
  • Excellent understanding on application layer protocols (HTTP-HTTPs/SSL, TLS), PKI, Network Security – Firewalls/Proxy and SIEMs
  • Understanding of cloud platforms like Azure, O365 suite, AWS desired
  • Strong technical troubleshooting and network packet capture analysis skills
  • Ability to quickly understand complex multi-vendor, multi-protocol network topologies and ask probing questions to understand customers’ network deployments
  • General understanding of network infrastructure to include DMZ, Routers, Networks, Switches, and Firewalls
  • Knowledge of configuring and troubleshooting MAC, Windows or Linux Operating Systems
  • Familiarity with authentication protocols such as NTLM, LDAP(S), Kerberos
  • Firewall concepts:  Ports, NAT translation, and knowledge a plus
  • Experience with X.509 / TLS Certificates and Certificate Authorities
  • Knowledge of the use and configuration of virtual environments (such as VMWare)
  • Knowledge of centralized Enterprise Security Management platform like Trellix’s ePolicy Orchestrator (ePO) a plus
  • Experience with deploying, troubleshooting, and managing on-prem and cloud Secure Web Gateway / Proxy is desirable
  • Familiarity with Java and SQL (MSSQL/MySQL) a plus
  • Scripting language (e.g. Perl, python) is a plus

Company Benefits and Perks:

We work hard to embrace diversity and inclusion and encourage everyone to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.

  • Pension and Retirement Plans
  • Medical, Dental and Vision Coverage
  • Paid Time Off
  • Paid Parental Leave
  • Support for Community Involvement

We're serious about our commitment to diversity which is why we prohibit discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.


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