Technical Support Analyst - US Inbound Calls

Position Summary

We are seeking Technical Support Engineers

You will support both on-premises and cloud-based deployments, including AWS-hosted instances, and play a key part in delivering world-class technical assistance across time zones as part of our 247 model.

This role operates within a rotating 247 support schedule with overlapping regional coverage.

Core Responsibilities

• Diagnose and resolve product issues for Scrutinizer, FlowPro, Replicator, and Endpoint Analytics.
• Collect and analyze logs, configuration data, and network flow information to isolate root causes.
• Guide customers through configuration, connectivity, and upgrade issues in both on-prem and AWS environments.
• Escalate product defects and complex issues to senior support or engineering following defined workflows.
• Maintain accurate case documentation and contribute to internal knowledge articles.
• Adhere to SLAs, shift schedules, and escalation protocols to maintain consistent service delivery.

Technical Requirements

Candidates should demonstrate strong diagnostic skills and a working knowledge of enterprise IT environments.

• 4-6 years of experience in technical support or network/system administration roles.
• Strong troubleshooting and analytical skills, able to form and test hypotheses methodically.
• Hands-on experience with Linux OS (CLI operations, service management, log review).
• Solid understanding of network fundamentals such as TCP/IP, routing, SNMP, and DNS.
• Familiarity with cloud environments (AWS preferred): understanding of VPCs, subnets, security groups, and how virtual appliances are deployed and accessed.
• Comfort with virtualization platforms such as VMware ESXi, Hyper-V, or KVM.
• Clear written and verbal English communication skills.

Preferred / Nice to Have

• Experience with NetFlow/IPFIX or similar network telemetry tools.
• Exposure to network monitoring or security analytics platforms.
• Basic scripting (Bash or Python) for diagnostics and log parsing.
• Familiarity with PostgreSQL or similar databases.
• Certifications such as CCNA, CompTIA Network+, or Linux+ are a plus.

Key Qualities for Success

• Customer-first mindset: patient, thorough, and focused on clear resolution.
• Curious and proactive, asking the right questions rather than jumping to assumptions.
• Self-motivated learner who adapts quickly to new technologies.
• Strong sense of ownership and accountability in a remote team environm