Technical Support Engineer Qualys

Company

Qualys, the leading provider of Software as a Service (Saas) vulnerability management and policy compliance solutions, helps organizations of all sizes discover vulnerabilities, ensure regulatory compliance and prioritize remediation according to business risk - with no infrastructure to deploy or manage. QualysGuard, the company's flagship on demand service, conducts automated security audits and provides the quickest route to neutralize worms and other emerging threats. Distributed scanning capabilities and unprecedented scalability make QualysGuard the ideal choice for both SMB's and large, distributed organizations. eBay, Oracle, Cigna and McDonald's are just a sample of our 250 Fortune 1000 and 3000 + customers.

Description

The Technical Support Team is responsible for managing prompt resolution to global customer and partner service requests in a highly secured environment. The primary function of this position is to ensure that each customer interaction is a friendly and professional experience that addresses the needs of the customer in all stages of the customer service lifecycle within Qualys. The Technical Support Engineer (TSE) works closely with Customer Service, Engineering, Finance, Sales, Alliances and Operations to ensure high levels of customer satisfaction with all transactions. Customer relationship building and teamwork are key success criteria for this role.

Responsibilities

The TSE will provide support for vulnerability management, PCI, policy compliance, web application scanning, API, and Malware. We are looking for strong, passionate, and self-motivated technical individuals that have the desire and capability to think on their feet and work on complex problems. The Technical Support Engineer will provide email and phone technical support to our customers, will act as point of contact regarding technical issues, and will work closely with Engineering and QA teams to facilitate feedback.

Qualifications

The ideal candidate will have a strong networking background and have at least 4 years experience, understand how networking devices work in theory and in practice and can adapt quickly to any technical challenge. Possessing good Linux/Unix knowledge and with an interest in security, possibly a CISSP/CEH or equivalent qualification. An understanding of network services and how they work from a protocol/configuration level, especially web services such as Apache/IIS and web applications is an advantage as well as Windows AD administration.

This role would suit an individual who welcomes a challenging startup environment, enjoys providing world class support and is technically motivated.

• 4+ years of experience in a technical support role.
• Unix/Linux experience.
• In-depth TCPIP
• LAN/WAN infrastructures
• Common OS services
• Routers/switches
• Strong knowledge of current firewall, Intrusion Detection System Brands & technologies, and Vulnerability Network Scanners ( Nessus, nmap, Cybercop, ISS Internet Scanner).
• Packet sniffers
• Windows AD authentication and security
• nmap and other network analysis tools
• Knowledge of Samba/AD integration, CIFS, DNS, ACL, server/client configuration.
• Previous API support and Regex knowledge is a plus.
• Oracle and Microsoft SQL knowledge highly desirable.
• Preferably the candidate would have some knowledge of major web server software (IIS, Apache, Websphere, Tomcat, WebLogic), UNIX/Windows web services, and diverse platforms and applications (Linux, Windows 2003/2008, Windows NT, Novell, Lotus Notes, Mac OS).
• Strong customer orientation and possess an excellent work ethic.
• Outstanding troubleshooting and analytical skills
• Excellent written and verbal communication skills
• Bachelor of Science, preferably with a major in Computer Science or another relevant field.