Support Enablement Engineer

We’re looking for a highly motivated Support Enablement Engineer to join our amazing team. As a member of the Support Enablement team, you will play a critical role in enabling Support Engineers to execute all technical aspects of their job and will work to maximize the support organization’s effectiveness. 

Responsibilities 

• Advocate for support and customer needs with R&D and Product teams during feature development, as well as retroactively for existing technologies. 
• Identify and understand support inquiries and challenges, act as their technical focal point, and work to fill knowledge gaps. 
• Build troubleshooting practices to reduce ticket resolution time and maximize support performance. 
• Own and drive the delivery of technical content and knowledge-sharing initiatives to the global Support team. 
• Provide guidance on product features and how they work through the creation of technical content. 
• Design and create technical onboarding and everboarding training content. 

Requirements 

• At least 2 years of experience as a Tier 2–3 Support Engineer in a web, networking, or information security company, or equivalent experience as a Technical Account Manager or Pre-Sales Engineer. 
• Experience working with networking or security software solutions, with an emphasis on networking, TCP/IP, firewalls, and proxy servers – required. 
• Strong English communication skills, both verbal and written – required. 
• Excellent communication and presentation skills, with the ability to clearly articulate complex topics to different audiences in a concise, professional, and compelling manner. 
• Ability to provide constructive criticism and feedback, and use it to advocate for customer, partner, and support needs with different departments across the company. 
• Experience working in a Knowledge Management or Knowledge team, or proven experience creating technical guides and knowledge-base articles – an advantage. 
• Great troubleshooting abilities and a passion for diving into complex technical problems in real production environments. 
• Team player, responsible, and well-organized.