International Tech Support Engineer

hace 6 días

Bilbao, Vizcaya, España SealPath - Full Information Protection Made Easy A tiempo completo

SealPath is a cybersecurity company focused on the protection of the most important asset in companies, information. Sensitive information is digital, it moves, is shared and travels anywhere without control, traditional perimeter security is no longer enough. Information is the new frontier; security must travel with information. This is the challenge we work on at SealPath: that the documentation is safe wherever it is, without affecting the way in which it is worked with.

SealPath develops data-centric security solutions that persistently protect information using encryption and identity management technologies. Our goal is to ensure that any type of document is stored, shared and used securely, so that ownership of the document is maintained, access is controlled at all times, and the document can even be remotely destroyed.

SealPath works in a competitive and rapidly growing cybersecurity market. Our clients belong to sectors of industry, finance, health, public administration, some of them internationally.

Among your responsibilities will be:

  • Provide a second line of support to the channel of integrators that provide services for our solutions.
  • Installation, deployment and update of SealPath solutions.
  • Support for integrations with other products in client projects.
  • Training of the channel of integrators and client personnel in the characteristics and technologies of the product and in the resolution of incidents.
  • Management of support incidents: analysis and diagnosis of incidents, checking solutions, classification and prioritization of incidents, communication with customers.
  • Coordination with the Product Development and DevOps teams for the implementation of workarounds and hotfixes.
  • Follow the agreed SLAs when planning responses to incidents received.
  • Communicate problems and technical solutions to integrators and customers.
  • Accurately record all details of the incident, diagnosis, resolution process and customer communications.
  • Write and maintain technical notes, product documentation, Knowledge Base entries and troubleshooting guides to reduce the number of open incidents and resolution times.
  • Most of the work will be remote support, but travel to international customer sites will be required on a regular basis.

Job Requirements:

  • Knowledge and experience in Windows Server, SQL Server, Microsoft Active Directory, LDAP, ADFS, Azure AD, Okta environments.
  • Knowledge of Cloud architectures: AWS, Azure.
  • Experience in design and implementation of architectures. Experience with firewalls, DMZ, proxy, reverse proxy, load balancer, TLS, VPN, SSO, DLP, IRM.
  • Experience with analysis and monitoring tools such as Wireshark, Fiddler, Charles, Process Explorer, Process Monitor.
  • Experience working with Zendesk or similar support portals.
  • Proactive attitude in customer service, excellent communication and customer service skills.
  • Competence in analysis and methodical resolution of problems.
  • Teamwork capacity, ability to understand and keep informed both the Product teams and the customers involved.
  • Ability to quickly prioritize and change priorities in a complex environment.
  • Experience in defining processes that help improve the way we work.
  • Very high level of English (spoken and written).

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