Product Support Engineer

Position Description:The Product Support Engineer is a customer-facing position that will provide Tier 1 and Tier 2 level product supportand engineering assistance to customers, prospects and partners of our client – an industry-recognized leader inthe delivery of cybersecurity products and services. Day-to-day activities will be to collaborate with the SupportManager to prioritize and respond to customer support tickets and inbound calls; assist customers with issuesrelated to installation, setup, configuration, use of the product, updating Linux packages, troubleshootingproblems with the product, and investigating product content, logs and error messages to determine a possibleresolution.Key Roles & Responsibilities: Conduct regular vulnerability scans (on-demand/scheduled) on servers, networks, applications, andcloud environments using tools like Saint, Nessus, Qualys etc. Perform network penetration testing, system vulnerability assessments & security configuration review. Stay updated on new threats and vulnerabilities, integrating threat intelligence into the assessmentprocess. Produce reports, alerts, and metrics for management and technical teams, clearly communicating risksand remediation status. Analyze scan results, assess potential impact, prioritize vulnerabilities based on risk (severity,exploitability), and identify false positives. Strong familiarity and skills in Ubuntu, CentOS, Red Hat, Fedora and other Linux-based derivatives are amust. Candidate must have demonstrated experience and in-depth knowledge of networking protocols (TCPIP,HTTP, SSL, FTP, DNS, SMB, LDAP, RPC, etc.), virtual environments, network administration andsecurity- related architectures and configurations, such as: service and port management and firewallpolicies, that can affect product installation and communication to/from scan targets. Skills with RDBMS platforms, like MySQL, Postgres or Oracle, are also a plus – to contribute toinvestigation of issues with scan results. Candidate must also have a working knowledge in ticket-based systems, like ZenDesk or Remedy, etc.to interact with customers and document ticket status and resolution. Knowledge of security frameworks and compliance standards. Knowledge of OWASP top 10 Excellent analytical, problem-solving, and communication skills.Communication Skills:Candidate will provide day-to-day customer interface, so strong written and oral communications a must.Candidate may also be given an opportunity to provide product demonstrations to prospective customers, eitherthrough Web-ex sessions or attending trade shows. So strong interpersonal skills and the ability to demonstrateand describe product capabilities are preferable.Optional but a Plus: Knowledge in Scripting languages such as PHP/Python/Perl/Shell scripting etc. Basic understanding of vulnerability exposures (CVEs) and severity levels (CVSS) will be an add-on. Knowledge of AWS, Azure and other Cloud vendors. Working with VMware and Oracle VirtualBox. Prior experience or knowledge of compliance standards such as PCI, HIPAA, FISMA, SOX Experience with high level programming languages (e.g., Java, C, C++, .NET (C#, VB)) will be an add-on

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