• Managing prompt resolution of global customer and partner service requests in a highly secured environment.
• Ensuring high levels of customer satisfaction with all transactions.
• Providing support via phone, email, and WebEx focused on the Qualys Cloud Agent.
• Acting as the main point of contact regarding technical issues and working directly with Development and QA teams to facilitate resolution.
• Providing a world-class support experience while being technically motivated.

Required Qualifications:

• 1-2 years of experience in a technical support role.
• Unix/Linux experience in an enterprise environment.
• In-depth TCP/IP understanding.
• LAN/WAN infrastructures.
• Common OS services (IIS, BIND, Apache, AD, WINS, Samba, SSH).
• Strong knowledge of current firewall, Intrusion Detection System technologies, and Network Vulnerability Scanners.
• Windows Active Directory authentication and security.
• Knowledge of Samba/Active Directory integration.
• CIFS, DNS, ACL, server/client configuration.
• Outstanding troubleshooting and analytical skills.
• Excellent written and verbal communication skills.
• Splunk usage including but not limited to log queries and report/dashboard generation.
• Bachelor of Science, preferably with a major in Computer Science or equivalent experience.

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Preferred Qualifications:

• Knowledge of Cloud Platforms AWS, Azure, and GCP user management.
• Experience with packet capture review and diagnosis.
• Previous API support and Regex knowledge.
• Scripting experience (Bash, Python).
• Knowledge of major web server software (IIS, Apache, WebSphere, Tomcat, WebLogic), UNIX/Windows web services, and diverse platforms and applications (Linux, Windows 2003/2008, Windows NT, Novell, Lotus Notes, Mac OS).
• Oracle and Microsoft SQL knowledge highly desirable.
• CCNA, MCSE, CISSP, CompTIA Security, and CEH highly desirable.
• Bilingual candidates highly desirable (Spanish, French, German, Chinese, Portuguese).
• Experience with Customer Support and Development Tools (Salesforce, Jira, etc.).

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