Technical Support Engineer, Absolute Security

• To do well in this position it is important that you have a strong foundation in providing software support and in IP network configuration and troubleshooting. For that reason, Absolute requires that you have 4-5 years of experience in networking support (client-server experience preferred). It is also important that you are a self-starter, and able to work independently with limited direction. You must have:
• Experience using a case management system and keeping case records up to date. Experience with Salesforce.com is a definite plus
• Ability to work independently and self-motivated to continue improving your technical skills
• Proficiency with IP networking concepts and protocols:
• LAN / WAN networking concepts including IP, TCP, UDP, ICMP, routing, and firewalls
• LAN / WAN equipment installation, configuration, and troubleshooting
• Self-motivated quick learner with enthusiasm for customer satisfaction
• Hands-on experience with network protocol analyzers (NetMon, Wireshark, etc.)
• Strong working knowledge of various Operating Systems, including installation, configuration, and authentication methods; (Windows, iOS, OSX, and Android)
• Understanding of virtualization software is a plus; (VMWare, Nutanix, etc.)
• A demonstrated passion for problem-solving and technology
• General understanding of authentication methods such as NTLM, SAML, RADIUS, PKI specifically PEAP, PEAP-TLS and RSA token methods
• Experience in configuring wireless networks and VPNs
• Excellent verbal and written communication skills, analytical ability, and organizational skills
• Demonstrated ability to read and interpret technical documentation, debug files, and related information
• Experience writing short technical documents and/or knowledge base articles a plus

Desirable

• The Technical Support Engineer resolves customer technical issues in a timely and effective fashion for Absolute’s corporate Secure Access products using strong customer service and technical skills. As such, technical aptitude, empathy, and ability to manage multiple concurrent issues are crucial
• We operate a follow-the-sun support model with our other support centers and some working hour’s flexibility is required – including periodic on-call requirements - but there are no swing shifts, or night shifts in the normal rotation
• You will be joining a team of accomplished support professionals that are respected across the organization for the value they bring to our customers and to the Absolute business
• Use analytical skills and creativity to investigate and resolve customers' technical issues
• Manage multiple complex technical issues simultaneously
• Develop expertise in using and supporting Absolute’s products and technologies, including wireless networking products
• Investigate, document, and track product bugs and customer feature requests
• Utilize diagnostic tools and debug files from customers
• Duplicate issues within a lab environment
• Participate actively during team meetings and reach out independently to other team members, sharing knowledge and assisting in troubleshooting
• Identify and prepare information for posting on the technical support web site and/or inclusion in technical documentation
• Identify trends in issues and make recommendations for ways to eliminate or reduce high frequency issues, streamline the support process, or reduce utilization of developer time
• Communicate solutions to customers of varying technical abilities in a professional manner
• Protect the security and privacy of Absolute and its customers