Senior Technical Support Engineer

Remote
Full Time
000300 - Tech Support
Experienced
About RedSeal. RedSeal, the pioneer in network exposure analytics, delivers actionable insights to close defensive gaps across your entire network, in the cloud and on premises.  Defenders gain the upper hand by knowing their cyber terrain better than their adversaries. RedSeal’s patented analytics explain what is left open, and what it takes to block it, so defensive teams can react faster, spend less effort on compliance, and stay ahead.  Hundreds of Fortune 1000 companies and more than 75 US federal agencies, including 5 branches of the US military, depend on RedSeal for exceptionally secure environments. Visit www.redseal.net to learn more.

Role Summary
We are currently seeking an enthusiastic, motivated individual to join our team of highly skilled support engineers. As a Senior Technical Support Engineer, you will be an integral member of a team responsible for quickly resolving highly complex technical issues. Your role will be critical in maintaining the trust of our customers. In this role, you will be the voice of the company and the technical expert who leverages technical skills and creativity to solve our customers’ issues and ensure their overall success and satisfaction.

Our support culture is a proactive one; we believe in keeping close relationships with our customers and looking for people who enjoy high touch customer engagement and technical challenges. Be ready to hit the ground running with your technical capabilities, critical and creative thinking, and fast-paced problem-solving skills!

About You
  • Customers matter to you and guiding them to success gives you a personal sense of achievement. 
  • You have a voracious appetite for technical knowledge and prefer independent learning with mentorship but know when to ask for help. 
  • Your work is essential to you, so you take ownership of issues and follow-through in helping your customers be successful. 
  • You can balance your drive to find the root cause of an issue with a recognition that a timely solution for the customer comes first. 
  • When listening to customer descriptions of issues, you take the time to understand the context of the customer request. You know that customers sometimes pursue a solution to a problem without realizing that there is a better way to achieve their end goal. 
  • You work well with others, recognizing that your combined strengths will help your customers and the team be successful. 

Essential Responsibilities
Your primary responsibility is to delight customers by providing outstanding customer service by solving problems quickly, helping customers avoid problems, and ensuring customers get value from RedSeal products. Responsibilities include, but are not limited to, the following:
  • Work with customers via phone, email, and Web conferencing.
  • Own customer technical support cases from open through to resolution.
  • Review network device config files, server logs, and other data sources to replicate and/or troubleshoot technical issues; establishing the root cause of problems and documenting solutions or workarounds across a range of networking, security, and integration environments.
  • Keep customers informed on the progress of open cases via timely and high-quality updates.
  • Document and review knowledge base articles and training materials.
  • Mentor and Coach other engineers on the team for continuous improvement of technical and client interaction skills.
  • May be required to be on-call on a rotating basis.

Required Qualifications/Skills
  • Experience supporting Network Device Management Technologies / Network Configuration Management Technologies; especially in a cybersecurity context.
  • Minimum of 4+ years of Technical Services experience in customer-facing and technical support role.
  • Demonstrated intellectual curiosity; Problem-solving and technical aptitude that allows you to learn quickly when facing new problems and challenges.
  • Passionate about delivering high quality service to customers, with a focus on continuous improvement. 
  • Excellent customer-relationship skills:  responsiveness, sensitivity and diplomacy. Able to deal with difficult customer situations.
  • Superior written and verbal communication skills are a must. Proficient with presenting information to others. Excellent attention to detail.
  • Strong relationship management skills, effectively establishing empathy with customers through insight into their business drivers and expectations.
  • Comfortable working independently and collaboratively. Strong track record of following-through on commitments.
  • Self-motivated with a strong desire to reach your potential and grow your career at RedSeal with further opportunities.
  • Bachelor’s Degree in computer science or “STEM” Majors (Science, Technology, Engineering, and Math) preferred.

Preferred Areas of Interest
We highly value the ability to assimilate new and evolving technologies rapidly; and you'll find RedSeal offers a productive environment for you to learn. Preferred examples of experience, skill, and knowledge areas of interest include:
  • Experience with REST API
  • Experience with Virtualization platforms: VMware VCenter, VMware ESXi, Oracle Virtual Box, KVM Virtualization, Microsoft Hyper-V virtual appliance.
  • Cloud Computing: AWS (GovCloud), Microsoft Azure, Google Cloud.
  • Strong Networking knowledge and experience. CCNA Certification a plus.
  • AI/ML as applied in technical self-service and customer support operations.

Additional Job Details
  • This is a remote, work-from home position – must be available during East Coast Time Zone hours.
  • Our contracts with the Federal Government require that this position holder must be a United States citizen. 

The Perks
  • Competitive compensation
  • Health Benefits: Medical, Dental, Vision, Life, STD/LTD, and AD&D
  • Flexible PTO policy
  • Fidelity 401K
  • Collaborative and innovative environment
  • Leadership that supports and encourages professional growth and development

EQUAL OPPORTUNITY EMPLOYMENT
RedSeal is proud to be an equal opportunity employer dedicated to pursuing and hiring a diverse workforce.
 #li-remote
Share

Apply for this position

Required*
Apply with
We've received your resume. Click here to update it.
Attach resume or Paste resume
Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or Paste resume

Paste your resume here or Attach resume file

To comply with government Equal Employment Opportunity and/or Affirmative Action reporting regulations, we are requesting (but NOT requiring) that you enter this personal data. This information will not be used in connection with any employment decisions, and will be used solely as permitted by state and federal law. Your voluntary cooperation would be appreciated. Learn more.
Invitation for Job Applicants to Self-Identify as a U.S. Veteran
  • A “disabled veteran” is one of the following:
    • a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or
    • a person who was discharged or released from active duty because of a service-connected disability.
  • A “recently separated veteran” means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.
  • An “active duty wartime or campaign badge veteran” means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.
  • An “Armed forces service medal veteran” means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.
Veteran status


Voluntary Self-Identification of Disability
Voluntary Self-Identification of Disability Form CC-305
OMB Control Number 1250-0005
Expires 04/30/2026
Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Please check one of the boxes below:

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

You must enter your name and date
Human Check*