Technical Support Engineer 2
On-site · Cairo, Cairo, Egypt
Job Summary
Technical Support Engineer 2 at NetWitness focusing on cybersecurity incident response and threat hunting; responsibilities include reviewing technical solution articles, acting as a remote customer advocate, leading conference calls with customers, contributing to self-service content, validating technical information, interfacing with customers across problem resolution stages, escalating to senior resources as needed, managing own case schedules with priority setting, and potentially working 24x7x365 with shift/on-call requirements. The role emphasizes mentoring less experienced engineers, applying systems analysis to troubleshoot hardware/software, selecting appropriate tools, documenting status in case notes, and contributing to knowledge-based articles. Technical requirements span Unix/Linux system administration, network security (firewall, SSL, IPSEC VPN), routing/switching/VLANs/VPNS, Windows Server ADM/SQL Server, relational and NoSQL databases (MySQL, MongoDB), configuration-management tools (Chef, Puppet, Salt), scripting (Python), and experience with security assessment and packet capture tools (NMAP, Nessus, Metasploit, Wireshark, tcpdump); relevant certifications (RHCSA/RHCE, CEH, Security+, MCSA/MCSE, CCNA/CCNP) are a plus.
Required Qualifications
- 3+ years of related experience in a professional role with a bachelor's degree; or an advanced degree without experience; or equivalent experience
- Excellent troubleshooting and customer support skills
- Strong organizational skills - comfortable with managing and prioritizing customer caseloads
- Ability to visualize, articulate, conceptualize, or solve both complex and straightforward problems by making decisions that are sensible given the available information
- Ability to work well in a team environment
- Excellent verbal and written communication skills
- Hands-on experience of Unix/Linux system administration with strong command line knowledge
- Proficient knowledge of network security including firewall configuration and SSL-based secure communications, Proxy configuration & IPSEC VPN
- Good knowledge of network fundamentals concepts to include routing, switching, VLANs & VPNS
- Technical proficiency across windows platforms including Microsoft Windows Server, Microsoft Active Directory & Microsoft SQL Server
- Strong knowledge of Relational (MySQL) and NoSQL (MongoDB) databases
- Configuration management Fundamentals to include Chef, Puppet & Salt
- Knowledge of Scripting Language: Python
- Experience with Security Assessment tools (NMAP, Nessus, Metasploit) and packet capture analysis tools (Wireshark, tcpdump)
- Linux Administration Certifications (RHCSA, RHCE...etc)
- Security Certificates (CEH, Security +, ...etc.)
- Microsoft Certification (MCSA, MCSE)
- Networking Certifications (CCNA, CCNP,...etc.)
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