Job Description

ABOUT THE COMPANY

Headquartered in Seattle, WA, Tempered, is a zero-trust network solution provider that makes critical networks invisible. Founded by the founder of F5 Networks, Tempered is an innovative start up that has customers in several industries — public sector, hospitality, manufacturing, energy and utilities, building automation systems and industrial controls, SCADA, and hospitality, to name a few.

ABOUT THE ROLE

The Technical Support Engineer will solve complex technical issues for internal and external Tempered customers in a timely and professional manner. The Technical Support Engineer handles multiple Service assists requests of diverse scope where analysis of data requires evaluation of identifiable factors, provide daily customer communication via phone and email as well as document progress, technical solutions and product information in our tracking system and knowledge base. Work to reproduce customer issues and qualify escalations.

RESPONSIBILITIES

·       Provide Technical Support levels 1-3 to internal and external customers and partners including configurations, troubleshooting and best practices to customers remotely.

·       Effectively manages case escalations to tier 3 (Engineering and development Services) while maintaining customer communication

·       Managing support cases to ensure issues are recorded, tracked, resolved, and follow ups are done in a timely manner.

·       Provide fault isolation and root cause analysis for technical issues

·       Publish technical documentation in tracking system and the Knowledge Base.

·       Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.

·       Maintains high schedule adherence (work hours and on-phone time)

·       Provide on-call support 24×7 on an as needed basis.

REQUIREMENTS

·       Excellent customer service/support skills together with experience supporting operational and enterprise customers in mission critical environments

·       Demonstrated experience in a technical support role, working with relevant technologies

·       Hands on technical experience with and very knowledgeable on LAN/WAN operations, Network protocols, UNIX or Linus Operating systems, and/or networking hardware required

·       Thorough knowledge of TCP/IP protocols and the OSI model

·       VLAN – setup and implementation

·       Able to work with moderate supervision

·       Proven track record in a team environment

·       Analytical thinker with a strong attention to detail

·       Must be able to read, write and speak English fluently, including technical concepts and terminology.

·       Must be able to relay technical information to customers with varying skill levels

·       Flexible approach to working hours to provide on call and out of hours coverage

·       Knowledge of at least one of the following: DNS protocol/ BIND/ HTTP protocol depending on supported product, Network or Data Center Firewalls, Service Provider infrastructure

·       Experience with Network Security Best Practices

DESIRABLE EXPERIENCE

·       Ideal candidates will have prior experience selling network based security appliances including but not limited to: Firewalls, SSL/IPSec VPNs, Security Proxies, Web Application Firewalls, and technologies such as IDS/IPS, and Anti-Malware.

·       Candidates should also have practical experience working with routing and switching products that will be installed adjacent to the Tempered solution.

·       BA/ BS degree or equivalent preferred

PLEASE APPLY: JOBS@TEMPERED.IO

Tempered is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Tempered does not accept 3rd party candidate submissions.

Company Description

At Tempered, we want to tap into each person’s unique talents and gifts. We believe that is what moves a company forward. As a team of industry leaders, veterans, and new talent, we work together as equal contributors. We are doing new and innovative work to help our customers build secure networks without the cost and complexity of firewalls. Secure networking is hard, and we are looking for people who want to be game changers. We live the philosophy, “we don’t want to hire smart people and tell them what to do, we want to hire smart people to tell us what to do”. We are committed to rewarding our team for their hard work by investing in them with great benefits, intentional training, and a modern and fun environment. We want to provide everyone with the opportunity to perform meaningful work, be respected, and collaborate with a group of individuals who share the same values. Ultimately, we want to create the chance of an exciting future for you and our world. Consider joining us for this interesting opportunity.