Technical Support Specialist

Network Perception is looking for a driven, highly motivated technical support person interested in joining an exciting early stage company in the network security space. The core responsibilities for this position are managing support requests and being the liaison between clients and the software development team. Duties will include creating support tickets, responding to client requests, orchestrating support calls and gathering the necessary information to address technical issues in a timely manner. This is the initial hire of this position within the company and candidates must be comfortable working with management and the team of developers. Network Perception is a high growth early stage technology company that has launched two innovative and cutting-edge products in the network security industry. The company was founded at the University of Illinois by a team of industry leading security experts.

In order to be successful in this role, you will need to have a deep understating of networking concepts, and also experience with professional software development. This is a client facing position and candidates must have strong communication skills and be comfortable working directly with clients. Previous experience in a technical support role is an advantage.

• BS or MS in Computer Science (or related) with at least 2 years of relevant experience
• Excellent ability to effectively communicate with different stakeholders
• Strong analytical and problem solving skills
• In-depth knowledge about networking protocols and the TCP/IP stack
• Perfect understanding of access control lists, address translation, tunneling, and standard routing protocols
• Fluent with Unix toolset and Git
• Experience in Python, Web development, and large code base

Responsibilities:

• Manage technical support requests generated by clients.
• Create support tickets and follow up with clients
• Schedule support call to understand technical issues and gather information to address them
• Work with software developers to fix technical issues
• Understand technical issues related to network architecture, network access control, routing, and network device configurations
• Prepare and provide reports on technical support service requests and response time