Customer Success Engineer

About Trantor:

Trantor is a technology services company focused on outsourced product development and digital re-engineering. Leveraging our CaptiveCoE engagement model, we operate as a seamless extension of our client s teams to provide rapid scalability with predictable budgets. Founded in 2012, Trantor has worked with customers across Tech, FinTech, Media & Cybersecurity industries. We have centers in the US, India, Canada, and Costa Rica. We are consistently rated as the #1 employer in the region with the ability to attract and retain technical talent. Our commitment to excellence and impactful results has translated to long-term relationships and value for our clients and solution partners.

You will work firsthand with our valued customers to address their complex post-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors. You will regularly participate in technical discussions with multi-functional teams, creating an environment of transparency that ultimately leads to better products, better working environments, and better cybersecurity. You will need to provide technical assistance as needed (often, in high-pressure situations).

Job Role & Responsibilities

• Provide Technical Support to customers and partners
• Provide configurations, troubleshooting, and best practices to customers
• Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
• Provide fault isolation and root cause analysis for technical issues
• Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
• Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
• The candidate is expected to comply with the companys policies and procedures.

Required Skills

• 4 - 8 years prior experience in a Technical Support environment is required
• Expertise with Remote Access VPN solutions, IPSEC, PKI & SSL, TCP/IP, Authentication Protocols (LDAP, RADIUS, etc. )
• In-depth understanding of Networking and Network Security concepts and experience with multi-vendor networking devices such as routers, switches, firewalls, traffic generators, etc.
• Experience with Palo Alto, Cisco, Checkpoint, Juniper (Netscreen), and Fortinet products a plus. PCNSE Certification is mandatory.
• Experience working with Firewall Central Management Systems
• Experience working with a multi-factor authentication security system (tokens, certificates, CAC cards, and similar)
• Working knowledge of Security services (IDS/IPS, Firewalls, etc. )
• Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols required
• Virtualization experience will be a plus. (AWS, Azure, VMWare, OpenStack)
• Experience with Windows and MAC OS is a plus (Debugging, Editing Registries, Plist, etc. )
• Knowledge of Linux
• Working knowledge of Python and BASH Scripting
• Excellent written and verbal communication skills