Portnox
Technical Support Engineer
Portnox, Austin, Texas, us, 78716
Technical Support Engineer
Department:
Customer Success
Employment Type:
Full Time
Location:
Austin, TX
Description
Portnox is a fast-growing, VC-backed cybersecurity company delivering must-have SaaS solutions. Headquartered in Austin, Texas, we operate globally with a large, remote workforce. As we scale, we seek a
Technical Support Engineer
to enhance our customer experience, streamline processes, and ensure 24/7 support coverage. This fully remote role collaborates with hybrid teams based in Austin, TX, and Charlotte, NC, with a preference for candidates near these areas. We will accept candidates in Nevada, New Mexico, Texas, Georgia, N. Carolina, Virginia, and Pennsylvania.
Role Overview:
This role supports
cybersecurity SaaS products
through technical troubleshooting, customer onboarding, and product integrations. You will manage escalations, advise customers, and assist with integrating authentication repositories, MDM solutions, and SIEM platforms. Success requires independent problem-solving, technical expertise, and the ability to thrive in a
fast-paced environment
with minimal formal training.
Key Responsibilities
Manage Customer Escalations:
Handle escalated customer issues with urgency, ensuring timely resolution and excellent service.Develop Product Expertise:
Build and maintain in-depth technical knowledge of Portnox solutions to support troubleshooting and issue resolution.Troubleshoot & Diagnose:
Research, analyze, and resolve technical issues efficiently.Track Issues:
Document and manage customer issues from start to resolution, adhering to SLAs.Report Defects:
Identify, document, and report technical defects and challenges.Customer Communication:
Provide clear and timely updates throughout the resolution process.Maintain Documentation:
Create knowledge base articles and technical documentation to improve self-service resources.Product Collaboration:
Represent the customer's voice in product discussions to shape new features and enhancements.Escalate Complex Issues:
Summarize and effectively escalate intricate product challenges to the Development team.Required Skills, Knowledge, and Expertise
Customer-Facing Experience:
Demonstrated experience in direct customer interaction roles, showcasing excellent written and verbal communication and strong interpersonal skills.Team Player with Self-Sufficiency:
Able to collaborate effectively in a team environment while working independently with minimal supervision.Analytical Thinking & Problem Solving:
Possesses advanced analytical skills to diagnose complex issues and provide effective solutions.Research & Troubleshooting Abilities:
Skilled in researching and troubleshooting technical challenges to resolve customer issues efficiently.Technical Writing Expertise:
Experience creating knowledge base (KB) articles and technical documentation to contribute to internal and external knowledge sharing.Strong Networking and Identity Management experience in the following concepts:
Network Protocols:
DNS, DHCP,
802.1x Authentication
and TCP/IP (5 pts)Network Devices:
Routers, Switches, Access Points (APs) , Firewalls (20 pts)Network Security:
Certificate Authentication , Firewall Configuration and VPN (20 pts)Configuration Interfaces:
CLI and GUI (10 pts)Monitoring & Troubleshooting:
Traffic analysis with Wireshark (or other) (10 pts)Authentication Methods:
MFA and
Certificate-based Authentication
(802.1x)
(20 pts)Authentication Repositories:
LDAP, AD, Azure AD (5 pts)Identity Federation and SSO (Single Sign-On):
SSO and Federated Identity (5 pts)MDM Solutions:
Intune, JAMF or SCCM (5 pts)
Advantage
2+ years' experience in support or customer service for an international hi-tech companyNetworks and Identify Management experience (under Required Skills) is a weighted criterionRelated certifications (CompTIA Network+, CCNA, or CompTIA Security+)Experience with Knowledge-Centered Service (KCS)Project Management experienceAdditional Requirements
Ability to manage time effectively and prioritize multiple issues.Comfortable working in a dynamic environment with changing customer needs.Willingness to learn and stay updated with emerging networking and security technologies.Why Join Us
Opportunity to make a significant impact on the operations of the company.Collaborative and dynamic work environment with opportunities for professional growth and development.Competitive compensation and benefits package.
Department:
Customer Success
Employment Type:
Full Time
Location:
Austin, TX
Description
Portnox is a fast-growing, VC-backed cybersecurity company delivering must-have SaaS solutions. Headquartered in Austin, Texas, we operate globally with a large, remote workforce. As we scale, we seek a
Technical Support Engineer
to enhance our customer experience, streamline processes, and ensure 24/7 support coverage. This fully remote role collaborates with hybrid teams based in Austin, TX, and Charlotte, NC, with a preference for candidates near these areas. We will accept candidates in Nevada, New Mexico, Texas, Georgia, N. Carolina, Virginia, and Pennsylvania.
Role Overview:
This role supports
cybersecurity SaaS products
through technical troubleshooting, customer onboarding, and product integrations. You will manage escalations, advise customers, and assist with integrating authentication repositories, MDM solutions, and SIEM platforms. Success requires independent problem-solving, technical expertise, and the ability to thrive in a
fast-paced environment
with minimal formal training.
Key Responsibilities
Manage Customer Escalations:
Handle escalated customer issues with urgency, ensuring timely resolution and excellent service.Develop Product Expertise:
Build and maintain in-depth technical knowledge of Portnox solutions to support troubleshooting and issue resolution.Troubleshoot & Diagnose:
Research, analyze, and resolve technical issues efficiently.Track Issues:
Document and manage customer issues from start to resolution, adhering to SLAs.Report Defects:
Identify, document, and report technical defects and challenges.Customer Communication:
Provide clear and timely updates throughout the resolution process.Maintain Documentation:
Create knowledge base articles and technical documentation to improve self-service resources.Product Collaboration:
Represent the customer's voice in product discussions to shape new features and enhancements.Escalate Complex Issues:
Summarize and effectively escalate intricate product challenges to the Development team.Required Skills, Knowledge, and Expertise
Customer-Facing Experience:
Demonstrated experience in direct customer interaction roles, showcasing excellent written and verbal communication and strong interpersonal skills.Team Player with Self-Sufficiency:
Able to collaborate effectively in a team environment while working independently with minimal supervision.Analytical Thinking & Problem Solving:
Possesses advanced analytical skills to diagnose complex issues and provide effective solutions.Research & Troubleshooting Abilities:
Skilled in researching and troubleshooting technical challenges to resolve customer issues efficiently.Technical Writing Expertise:
Experience creating knowledge base (KB) articles and technical documentation to contribute to internal and external knowledge sharing.Strong Networking and Identity Management experience in the following concepts:
Network Protocols:
DNS, DHCP,
802.1x Authentication
and TCP/IP (5 pts)Network Devices:
Routers, Switches, Access Points (APs) , Firewalls (20 pts)Network Security:
Certificate Authentication , Firewall Configuration and VPN (20 pts)Configuration Interfaces:
CLI and GUI (10 pts)Monitoring & Troubleshooting:
Traffic analysis with Wireshark (or other) (10 pts)Authentication Methods:
MFA and
Certificate-based Authentication
(802.1x)
(20 pts)Authentication Repositories:
LDAP, AD, Azure AD (5 pts)Identity Federation and SSO (Single Sign-On):
SSO and Federated Identity (5 pts)MDM Solutions:
Intune, JAMF or SCCM (5 pts)
Advantage
2+ years' experience in support or customer service for an international hi-tech companyNetworks and Identify Management experience (under Required Skills) is a weighted criterionRelated certifications (CompTIA Network+, CCNA, or CompTIA Security+)Experience with Knowledge-Centered Service (KCS)Project Management experienceAdditional Requirements
Ability to manage time effectively and prioritize multiple issues.Comfortable working in a dynamic environment with changing customer needs.Willingness to learn and stay updated with emerging networking and security technologies.Why Join Us
Opportunity to make a significant impact on the operations of the company.Collaborative and dynamic work environment with opportunities for professional growth and development.Competitive compensation and benefits package.