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Nozomi Networks is hiring a Technical Support Engineer to join its Delivery department. The company is a leader in OT (Operational Technology) and IoT cybersecurity, protecting critical infrastructure, industrial, and government organizations across energy, manufacturing, transportation, resources, and other sectors in over 68 countries.
In this role, you will provide post-sales technical support and consulting to resolve customer issues with autonomy. Key responsibilities include:
• Deliver break-fix support and collaborate with stakeholders to resolve technical issues
• Provide exceptional customer service for infrastructure design, deployment, testing, verification, and optimization
• Drive customer interactions for issue resolution while coordinating with internal Product and Engineering teams
• Develop and maintain expertise across Nozomi Networks' entire product line and technologies
• Create and update knowledge base content to position solutions correctly
• Understand critical account infrastructure and technical environments
• Provide white-glove support for critical accounts
• Replicate and reproduce customer issues in the lab before internal escalation
• Embody company cultural values around transparency and trust
This is a fully remote position with the expectation of on-call weekend support approximately once per quarter. A dedicated home office with reliable power and internet connectivity is required.
REQUIREMENTS:
Must-have:
• Proven experience in customer-facing technical support or systems engineer roles
• Experience in network security (support, design, consultancy, or operations)
• Strong knowledge of Unix systems, virtualization technologies, scripting, and API integrations
• Knowledge of common networking and security protocols and applications
• Detailed technical experience installing, configuring, and operating security appliances in large complex environments
• Strong information security principles knowledge
• Excellent troubleshooting skills
• Strong written and verbal communication and presentation skills
• Solid working proficiency in English (written and spoken)
• Ability to operate in settings with strong confidentiality and data privacy protocols
• Comfortable with FreeBSD
• Knowledge of PostgreSQL
• Bachelor's degree (or equivalent) in Computer Engineering, Computer Science, or equivalent education/training/experience
• Experience in ICS (Industrial Control Systems) security projects
Highly preferred:
• Strong FreeBSD and IDS expertise
• Experience handling escalated domestic and international customers
