Technical Support Engineer 🔥
What you'll be doing:
- Receive and process inbound client and internal requests, maintaining SLAs and documenting tickets appropriately
- Resolve all technical questions associated with general user operation and administration of WhiteHat’s user interfaces
- Escalate issues to management and escalation teams as necessary, driving the issue to resolution
- Troubleshoot and resolve various customer issues, including:
- Site inaccessibility
- Login issues
- Issues with automated assessments
- Integrations/API
- Troubleshooting of remote satellite appliances
- Facilitate client technical calls as needed with our Threat Research Center
- Participate in or lead projects that are beneficial to the overall department
- Report defects and feature requests/enhancements
- A solid understanding of internet fundamentals: URL structure, request and response layout, HTTP/S, SSL, Proxies, DNS, etc.
- Familiarity with Web Application Security concepts including OWASP Top 10
- Basic knowledge of Firewall access controls (NAT, WAF/IDS/IPS, ASM)
- Basic understanding of networks: OSI model, servers (APACHE, Tomcat, IIS, etc.), routers, switches, firewalls, TCP/IP, VLANs
- Familiarity with basic network troubleshooting (routing, ping, traceroute, whois, netstat, dig) and web server troubleshooting (telnet, curl, wget, and ssh)
- Basic understanding of API’s
- The ability to be self-motivated and detail-oriented, with a great ability to prioritize and multi-task
- Experience with Burp Suite, SalesForce and JIRA a plus
- Experience with Linux, VMWare, and AWS a plus
A majority of the work occurs between 6am-7pm Pacific Time. However, WhiteHat Security provides 24/7 support for our client base. On call or rotational shift work may be required. As a Technical Support Engineer you may be required to perform customer calls outside of standard work hours, to accommodate our international client base. Most positions do not have a travel component, however, occasional travel (up to 1-2 times per year) may be required. This position requires a successful background check and drug testing.