Support engineer serp_jobs.h1.location_city

About Us :

Cytracom delivers infrastructure software purpose-built to empower managed service providers (MSPs) and IT professionals (ITSPs) with cloud solutions that connect and secure both traditional and hybrid workforces.

Our secure access service edge (SASE) solution provides identity-based network security and connectivity within a single platform that enables businesses to deploy zero-trust networks, enforce compliance and eliminate traditional firewalls and VPNs.

Our unified communications suite (UCaaS) uniquely aligns with the operating needs of MSPs and enables their customers to experience seamless communication and collaboration regardless of physical location.

Here's a closer look at this key role :

As a Network Support Engineer for Cytracom, your mission is to provide expert technical support for our suite of products, with a primary focus on the ControlOne SASE solution. Your role is crucial in ensuring high customer satisfaction and reducing churn by addressing complex network-related issues and supporting our Support and Customer Experience teams. Your primary responsibility will be to provide expert technical support for the ControlOne platform, addressing issues related to customer network configuration, ZTNA, and compliance enforcement. You will identify, troubleshoot, and resolve customer issues related to ControlOne services and physical equipment, switches, routers, firewalls, ISPs, and other client network configurations.

Responsibilities :

• Troubleshoot and solve tickets using Zendesk :  Prioritize tickets based on severity and customer impact.
• Daily multitasking and prioritizing of outbound calls, queue calls, and tickets :  Demonstrate effective time management.
• Communicate clearly and efficiently :  Maintain professional and clear communication with customers, partners, third-party vendors, ISPs, team members, and teams across the organization.
• Working knowledge of all Cytracom products and integrations :  Be proficient in setting up, troubleshooting, and resolving basic to intermediate issues within the Cytracom product base and integrations.
• Escalate tickets timely :  Follow escalation protocols to hand off to engineering if necessary based on ticket severity.
• Triage and follow escalation processes :  Ensure proper request assistance or hand-off to appropriate teams as necessary.
• Become a product expert :  Be a technical guru and inform the team and cross-team members on all Cytracom products and integrations.

Requirements :

Attributes :

Our Benefits :

Cytracom, LLC is an Equal Opportunity Employer and supports a diverse, inclusive work environment. All qualified applicants will receive consideration for employment without regard to protected characteristics, including race, color, religion, sex, national origin, disability, veteran status, sexual orientation, gender identity or age.