Technical Support Intern

Job Title: Technical Support Intern

Role Overview

A little about the role: As a Graduate Trainee Engineer, Tech Support for Skyhigh Security Engineering Group, you will apply your technical skills and learn from experienced professionals to contribute to product support, system support, and other relevant technical projects. In this role: You will be needed to interact with the Skyhigh Security Cloud customers via phone/email and provide the highest level of urgency to resolve customer issues in a timely manner. Provide remote support on our product and resolve product-related issues during the POC post-deployment phase, through research and troubleshooting. Debugging system-level problems in a multi-vendor, multi-protocol network environment with high-level technical expertise on complex issues. Work closely with Support Escalation engineers to resolve critical issues. Evaluate the scope for timely escalation and ensure that critical problems are addressed as per the priority. Document all technical issues, analysis, and communication with the customer, and ensure that the documentation is crystal clear with action items and CTAs.

Key Responsibilities

• Work with the rest of the support team to help customers with product issues and how-tos
• Engage with cross-functional groups to drive resolution on defects backend tasks
• Understand the issue criticality and escalate to the right group as needed
• Document technical analysis and communication with customers with accuracy.
• Contribute to the knowledge base

Required Skills

• Currently pursuing a degree in Computer Science, Engineering, or a related discipline.
• Ability to multitask and work under pressure
• Understanding of networking protocols like TCP/IP, DNS, SSL, SAML, and how the internet works
• Understanding of databases.
• Strong analytical and problem-solving skills, with the ability to learn quickly.
• Willingness to work in shifts

Desirable Skills

• An understanding of cloud platforms like Azure, the O365 suite, AWS (Amazon Web Services), and Salesforce
• Understanding of Windows/Linux/Unix/MacOS
• Knowledge of Java and SQL will be a plus
• Scripting language (e.g., Perl, Python) knowledge

Learning Outcomes

• Exposure to the vital and growing Security Service Edge (SSE) domain
• Understanding of Cloud technologies
• Cybersecurity networking experience
• Experience of working with cross-functional teams and learning from them
• Practical use of modern tech support tools and methods.
• Opportunity for a full-time role based on performance.

Disclaimer: This job posting and Location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.