Advanced Technical Support Role at Barracuda
Barracuda Networks Inc. • ottawa, Canada
Role Description
Join Barracuda's team as a Technical Solutions Engineer 2, providing expert technical support in a hybrid work setup. Focus on troubleshooting complex issues in networking and cybersecurity.
In this role, you will bridge the gap between Tier 1 and senior support, taking ownership of escalations and mentoring junior staff. Your hands-on experience in networking, cloud systems, and security will enable you to assist customers effectively and contribute to continuous service improvement initiatives. Strong analytical and communication skills will be key to your success.
Key Responsibilities:
• Provide high-quality second-tier support via phone and chat
• Troubleshoot medium to complex networking and security issues
• Support onboarding and configuration of IT security solutions
• Document case resolutions and maintain knowledge bases
• Mentor Tier 1 technicians and review tickets
Requirements:
• Bachelor’s or assoc...
In this role, you will bridge the gap between Tier 1 and senior support, taking ownership of escalations and mentoring junior staff. Your hands-on experience in networking, cloud systems, and security will enable you to assist customers effectively and contribute to continuous service improvement initiatives. Strong analytical and communication skills will be key to your success.
Key Responsibilities:
• Provide high-quality second-tier support via phone and chat
• Troubleshoot medium to complex networking and security issues
• Support onboarding and configuration of IT security solutions
• Document case resolutions and maintain knowledge bases
• Mentor Tier 1 technicians and review tickets
Requirements:
• Bachelor’s or assoc...