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senior technical support and deployment engineer






Campbell, CA, US


The engineer will work closely with our Enterprise customers to deploy their solutions and troubleshoot issues to customer satisfaction. The ideal applicant will be self-directed, well organized, articulate, and a team player. The candidate will be the primary POC for his accounts' deployments and responsible for pre and post-sales product technical support responsibilities. This position will require candidates to have a strong background in heterogenous data center technologies, web applications and security, cloud technologies, single sign on, linux, proxy and networking. The successful candidate must be capable of being highly productive with customers, delivering highest quality of technical support for our customers and achieving maximum customer satisfaction.


Working knowledge of operating systems (Linux / Windows Server), virtualization technologies (such as OpenStack, VMware ESX, Xen and KVM) and SaaS technologies
Working knowledge of ELK stack is helpful in this position
Network troubleshooting via Wireshark, HTTP inspection tools such as Charles, Fiddler and/or Browser Developer Tools
Experience with Mobile Device Management (MDM) on Apple iOS & Android
Experience with Cloud apps (Salesforce, Box, Dropbox, Google Apps, O365)
Proven experience working on critical system down issues and escalations

5-7 years of experience in enterprise support and service delivery
Bachelor’s degree in computer science or equivalent work experience
Expert L4 – L7 troubleshooting and reasoning skills
Knowledge of LDAP, ActiveSync, Active Directory, MS Exchange, SSO and SAML
Knowledge of TCP/IP, HTTP, Web Applications and proxies
Broad technical knowledge of internet products and technologies, data security/protection
Strong written and verbal communication skills. Demonstrated experience interacting with internal and external stakeholders
Understanding of common support metrics, SLAs, available tools, and typical industry standards for excellent support
Experience in handling large scale deployments with complex technologies
Experience in handling support activities like incident logging, initial troubleshooting, root cause analysis and authoring knowledge base content
Ability to work flexible hours as required

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