Lead Technical Support Engineer

Job description

Come work at a place where innovation and teamwork come together to support the most exciting missions in the world! Qualys, a leading cybersecurity firm, is seeking an experienced Lead/Senior Technical Support Engineer for Security Applications to promptly resolve global customer and partner service requests. Collaborate across teams for high customer satisfaction in a secure environment. Ideal for security enthusiasts with solid networking skills. Lead in resolving technical issues, provide top-tier support, and contribute to world-class assistance. Responsibilities: Promptly resolve global customer and partner service requests in a highly secure environment. Collaborate with cross-functional teams for high customer satisfaction. Provide support via phone, email, and MS Teams for Product modules over the SaaS platform. Ensure friendly, professional customer interactions throughout the service lifecycle. Act as the main point of contact for technical issues, collaborating directly with Development and QA teams. Thrive in a challenging and dynamic environment, delivering world-class support and technical solutions. Qualifications: 5+ years of technical support experience. Experience in Vulnerability Management and Web Application Security/Firewall application support. In-depth TCP/IP understanding and LAN/WAN infrastructure knowledge. Strong foundation in Windows and/or solid Linux/Unix experience in an enterprise environment. Familiarity with common OS services (IIS, BIND, Apache, AD, WINS, Samba, SSH). Knowledge of firewalls, Intrusion Detection System technologies, and Network Vulnerability Scanners. Outstanding troubleshooting and analytical skills. Excellent written and verbal communication skills. Bachelor of Science in Computer Science or equivalent experience. Networking: OSI Layer understanding. Knowledge of broadcast domain vs. collision domain. Familiarity with different records zones in DNS and how it works. Understanding of SSL Handshake and TCP/IP Handshake. Proficiency in ARP, DHCP, proxy servers, and DNS cache clearing. Differentiation between TCP and UDP, and protocols & their workings. Linux/Unix: Understanding of the boot process and run levels. Various ways to assign an IP address to a Unix/Linux/Debian machine. Proficient in checking running processes, hidden files, and installing packages. Knowledge of sudo, permissions, file systems, and SSH banner. Windows: Insight into the Windows boot process and control panel basics. Understanding of UAC, registry hives, and remote registry manipulation tools. Knowledge of kernel mode vs. user mode, Active Directory, and Group Policies. Familiarity with Kerberos and NTLM authentication, Procmon, and the service control manager. Security: Understanding of vulnerabilities, the vulnerability cycle, and exploits. Knowledge of malware types (virus, trojan, worm) and False/True Positive/Negative concepts. Understanding of False Positive, False Negative, True Positive, and True Negative in the security context. Preferred: Experience with Kubernetes, containers, Cloud services, packet capture review, and diagnosis. Previous API support and Regex knowledge. Scripting experience (Bash, Python). Knowledge of major web server software, UNIX/Windows web services, and diverse platforms. Oracle and Microsoft SQL knowledge. CCNA, MCSE, CISSP, CompTIA Security+, and CEH certifications are highly desirable. Experience with Customer Support and Development Tools (Salesforce, Jira, etc.). Willing to work in 24/7 rotational shifts.