Job details
Job type full-time
Benefits pulled from the full job description
401(k) 401(k) matching health insurance life insurance paid sick time parental leave
Full job description
What we’re looking for:
Absolute software is looking for a technical support engineer to join our secure access teamThis team member needs the skills to effectively diagnose and resolve problems on the fly, work in a lab to assess more complicated problems, and work directly with the development and test teams to resolve complex issuesYou will have the opportunity to work on some of the latest and greatest hardware products and operating systemsAs a customer advocate you will have a direct impact on future iterations of the product.
Reporting to the secure access team lead, the ideal candidate will be able to:
Use analytical skills and creativity to investigate and resolve customers` technical issues.
Manage multiple complex technical issues simultaneously.
Develop expertise in using and supporting our products and technologies, including wireless networking products.
Investigate, document, and track product bugs and customer feature requests.
Utilize diagnostic tools and debug files from customers.
Duplicate issues within a lab environment.
Participate actively during team meetings and reach out independently to other team members, sharing knowledge and assisting in troubleshooting.
Identify and prepare information for posting on the technical support web site and/or inclusion in technical documentation.
Identify trends in issues and make recommendations for ways to eliminate or reduce high frequency issues, streamline the support process, or reduce utilization of developer time.
Communicate solutions to customers of varying technical abilities in a professional manner.
Your skills:
To do well in this position it is important that you have a strong foundation in providing software support and in ip network configuration and troubleshootingFor that reason, absolute requires that you have 4-5 years of experience in networking support (client-server experience preferred)It is also important that you are a self-starter, and able to work independently with limited directionYou must have:
Experience using a case management system and keeping case records up to dateWork with salesforce.com is a definite plus.
Ability to work independently and self-motivated to continue improving technical skills during downtime.
Proficiency with ip networking concepts and protocols:
Lan / wan networking concepts including ip, tcp, udp, icmp, routing, and firewalls.
Lan / wan equipment installation, configuration, and troubleshooting.
Self-motivated quick learner with enthusiasm for customer satisfaction.
Hands-on experience with network protocol analyzers (netmon, wireshark, etc.).
Strong working knowledge of various operating systems, including installation, configuration, and authentication methods; (windows, ios, osx, and android)
Understanding of virtualization software is a plus; (vmware, nutanix, etc.)
A demonstrated passion for problem-solving and technology.
General understanding of authentication methods such as ntlm, radius, pki specifically peap, peap-tls and rsa token methods.
Experience in configuring wireless networks and vpns.
Strong verbal and written communication skills, analytical ability, and organizational skills.
Demonstrated ability to read and interpret technical documentation, debug files, and related information.
Experience writing short technical documents and/or knowledge base articles a plus.
Additional consideration given to candidates with one or more of the following:
Any experience consulting in the mobility area, specifically on infrastructure and network design.
Who we are:
Absolute provides security solutions for millions of devices deployed around the world, including 7 of the 10 largest airlines, 85% of us public safety agencies, and a variety of other major organizations ranging from utilities and healthcare to logistics and legal sectorsCustomers choose the absolute platform for its powerful software-defined perimeter (sdp / ztna), experience monitoring and mobile-first enterprise vpn functionalityThese solutions stand out for their ability to actively improve the employee experience, validated by a satisfaction rating of 97%.
Why you’ll love it here:
You’ll make a meaningful impact, within a strong and supportive team environment
Health and life benefits, along with a competitive 401k / rrsp plan and a company match
Flexible vacation, company paid holidays, 10 paid sick days, and paid parental leave
Fitness benefits
Why work for us:
Headquartered in vancouver, canada with international offices in san jose- ca, boulder - co, ankeny –ia, austin - tx, reading - uk and ho chi minh city - vietnam, absolute serves as the benchmark for endpoint resilience, ensuring connectivity, visibility and control, independent of the operating system – embedded in more than a billion endpoints, we empower devices to recover automatically from any state to a secure operational state without user interventionOur unique value supports our aspirational journey - to become the world’s most trusted security company.
Nothing short of bold, and nothing less than achievable for this teamWhether it’s our commitment to the cybersecurity industry, our customers, or to one another, we are relentless about protecting people’s devices and the sensitive information found on themAnd those common goals foster a work environment where collaboration, big ideas and world- class execution are rewarded with success through our mantra of one team | one numberAt absolute, we incorporate the ideals of resilience in all we do to safeguard our customers’ data and information, so they can focus on saving lives, fighting fraud, moving markets and protecting passengers, to name a few.
Our innovation journey has blossomed from within, so we foster that mindset by investing in our employees – fueling our employee’s creative expression, and resulting in our own cyber capabilitiesOur momentum is palpable – forbes noticed us too and recognized absolute as one of the top-10 cybersecurity companies to watch in 2019 and 2020The new reality of remote work and distance learning has further connected our teams and our passion to drive to solve our customers challengesWe pride ourselves on our agile, high energy culture that rewards exceptional achievements and the contributions of those passionate about our collective growth and successWe also respect the need for downtime and believe in a sound work / life balance, reflected in our ‘take what you need’ vacation policy and our annual employee retreat where it’s all about friends and familyTo learn more about absolute, visit our website at www.absolute.com or visit our youtube channel.
Absolute is an equal opportunity employer.
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