Lead Technical Support Engineer

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.