Job Title:

Technical Support Engineer

About Skyhigh Security:

Skyhigh Security is a dynamic, fast-paced, cloud company that is a leader in the security industry.  Our mission is to protect the world’s data, and because of this, we live and breathe security. We value learning at our core, underpinned by openness and transparency. 

Since 2011, organizations have trusted us to provide them with a complete, market-leading security platform built on a modern cloud stack. Our industry-leading suite of products radically simplifies data security through easy-to-use, cloud-based, Zero Trust solutions that are managed in a single dashboard, powered by hundreds of employees across the world. With offices in Santa Clara, Aylesbury, Paderborn, Bengaluru, Sydney, Tokyo and more, our employees are the heart and soul of our company. 

Skyhigh Security Is more than a company; here, when you invest your career with us, we commit to investing in you. We embrace a hybrid work model, creating the flexibility and freedom you need from your work environment to reach your potential. From our employee recognition program, to our ‘Blast Talks' learning series, and team celebrations (we love to have fun!), we strive to be an interactive and engaging place where you can be your authentic self. 

We are on these too! Follow us on LinkedIn and Twitter@SkyhighSecurity.

Role Overview:

Skyhigh Security is looking for you, an experienced Technical Support Engineer with a passion for learning innovative technologies. In this role, you’ll drive customer satisfaction by independently solving complex and diverse sets of challenges with security-centric solutions. You’ll provide differentiated service experience for our largest enterprise customers, delivering relevant outcomes through integrated solutions and support.

Responsible for technical support desk for Skyhigh Security's enterprise products.
Respond to inquiries by phone / Web (contents vary from usage to troubleshooting)
Support time is 9: 00-17: 00.
Consult (escalate) to Japan / overseas according to the content of the question to solve the problem.
On-site support and customer visits might be required
English required: Internal documents / communication tools are in English.

About Skyhigh Security

Skyhigh Security is a dynamic, fast-paced, cloud company that is a leader in the security industry.  Our mission is to protect the world’s data, and because of this, we live and breathe security. We value learning at our core, underpinned by openness and transparency.

Since 2011, organizations have trusted us to provide them with a complete, market-leading security platform built on a modern cloud stack. Our industry-leading suite of products radically simplifies data security through easy-to-use, cloud-based, Zero Trust solutions that are managed in a single dashboard, powered by hundreds of employees across the world. With offices in Santa Clara, Aylesbury, Paderborn, Bengaluru, Sydney, Tokyo and more, our employees are the heart and soul of our company.

Skyhigh Security Is more than a company; here, when you invest your career with us, we commit to investing in you. We embrace a hybrid work model, creating the flexibility and freedom you need from your work environment to reach your potential. From our employee recognition program, to our ‘Blast Talks' learning series, and team celebrations (we love to have fun!), we strive to be an interactive and engaging place where you can be your authentic self.

We are on these too! Follow us on LinkedIn and Twitter@SkyhighSecurity.

About the Role

Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training. Provides support to customer/users where the product is highly technical or sophisticated in nature.

· Interact with customers via phone/email to resolve more complex customer issues in a timely manner.

· Provide fully independent remote support to resolve product related issues during the POC (Proof of Concept) & post-deployment phase, through research and troubleshooting.

· Debug system level problems in a multi-vendor, multi-protocol network environment with high-level technical expertise on complex issues.

· Evaluate the scope for timely escalation and ensure that critical problems are addressed as per the priority.

· Resolve all technical issues, clearly documenting the analysis and customer communication and action items within the SLA post engagement.

· Provide guidance to less experienced technical support engineers as needed to assist them in issue resolution, customer communication, escalation, and documentation

To Fly High in this role, you have:

· A bachelor’s degree in computer science or information technology with 1-4 years of technical support experience in a large enterprise organization

· An excellent understanding of technical support processes and customer management

· Superior multi-tasking skills with a strong ability to work well under pressure

· Solid grasp of TCP/IP, HTTPs, SSO-SAML, SAAS understanding

· Excellent in-depth knowledge of Networking & Security Concepts

· A strong demonstrated detail-orientation toward quality, results, and goal achievement

· An excellent understanding of OSI Model, TCP/IP protocol suite (IP, ICMP, TCP, UDP, SNMP, FTP, TFTP, SMTP

· An excellent understanding on application layer protocols (HTTP-HTTPs/SSL), PKI, Network Security – Firewalls/Proxy and SIEMs

· Demonstrated experience in packet capture/analysis with tcpdump and Wireshark

· Demonstrated experience in reading and analyzing log files, and can guide others

It would be great if you also have:

· Industry relevant certification such as AWS, Azure, GCP (Google Cloud Platform), CISSP, Cisco, CEH (Certified Ethical Hacker)

· Knowledge of Java and SQL

· Scripting language (e.g., Perl, python) experience

· An understanding of cloud platforms like Azure, O365 suite, AWS (Amazon Web Services), Salesforce

· A good understanding of Linux/Unix

仕事内容:

• 同社のエンタープライズ向け製品のテクニカルサポートをご担当していただきます。

　- 電話/Webでの問い合わせ対応 (内容は利用方法から障害対応まで様々です)

　- 対応時間は 9:00-17:00

• お問い合わせの内容に応じて日本・海外へコンサルテーション（エスカレーション）し解決を図ります。
• 最新のサイバーセキュリティの新製品、新機能の動作検証を行い、顧客満足度を上げるためにテクニカルスキルをアップしていきます。
• 同社のパートナーと定例会を行い、パートナーをトレーニング、マネジメントしながらエンドユーザの顧客満足度を上げるためパートナー育成を行います。

入社後の流れ:

• 同約2か⽉間に渡り、当社製品の基本的な知識を学んでいただきながら、並⾏して、OJTを実施します。
• 最初は、マニュアルに既に記載してある「インストールの⼿順」など、簡易的なお問合せに対応します。
• まずは雰囲気に慣れていただき、徐々に専⾨的な案件をお任せしていきます。

対象顧客:

• パートナー/エンドユーザー (個人向けは無し)
• 認定パートナーからの問い合わせ (製品の基礎知識を有している為レベルは高い)あり
• サポートレベルは ビジネス (通常サポート)、上位プレミアムサポート、パートナーの3つ

必要なスキル、経験:

•  2-3年以上のテクニカルサポート、プリセールス、プロジェクトマネージャー経験
• 以下の2年以上の業務経験（いずれか一つ以上）
  • セキュリティまたはクラウドの製品のサポート、設計、構築の経験
  • ネットワーク製品のサポート、設計、構築の経験

• 業務に必要なマインド
  • サイバーセキュリティ、情報セキュリティへの高い学習意欲
  • 何事にも興味を持って積極的に取り組める
  • 状況や相⼿の要望に合わせて柔軟に対応、サポートができる
  • お客様のために働きたい
  • チームワークを重視し、他部門ともコラボレーションできる
  • 基本的な英語の読み書きができる

• 資格・スキル
  • OS (Windows/Linuxなど) の基礎知識
  • ネットワークの基礎知識 (TCP/IPやDNS/HTTP/SMTPなど)
  • AWS、Azure、Microsoft 365などのクラウドサービスの構築経験又は資格
  • パケットキャプチャの解析の経験
     

　　　以下スキルを持っている方は尚歓迎

• CCNA/LPIC/セキュリティ関連の資格

語学力:

• ビジネスレベルの日本語能力：読み書き、スピーキングは必須。
• ビジネスレベルの英語能力：初級以上。（お客様からの問い合わせ内容は⽇本語ですが、社内メールや業務で使用するツール上で情報が英語で流れていたり、ナレッジベースや海外とのやり取りなどで英語で読み書きをする機会があります。 専⾨⽤語などは、徐々に覚えていけば問題ありません。）

休日:

• 完全週休二日制、土日、GW、祝日、夏季休暇、年末年始

Company Benefits and Perks:

We work hard to embrace diversity and inclusion and encourage everyone to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.

• Retirement Plans
• Medical, Dental and Vision Coverage
• Paid Time Off
• Paid Parental Leave
• Support for Community Involvement

We're serious about our commitment to diversity which is why we prohibit discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.