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docker kubernetes tcp/ip vpn wireshark📋 Description
- Triages inbound support requests via email, portal, and Slack; routes to right teams.
- Diagnose and troubleshoot issues across Windows, macOS, Linux, iOS, Android; cloud/on‑prem connectors.
- Analyze networking (DNS, routing, NAT, firewalls), identity (Okta, Entra ID/Azure AD, Google Workspace), and endpoints; review logs and captures for root cause.
- Reproduce customer issues in-house to confirm behavior and speed resolution.
- Collaborate with senior TS Engineers; escalate product/infra issues with steps and impact.
- Document findings and fixes in knowledge base and runbooks; improve documentation.
🎯 Requirements
- 1–3 years in technical support, IT, or help desk roles.
- Solid TCP/IP networking (DNS/routing/NAT/firewalls) and VPN/ZTNA knowledge.
- Comfortable troubleshooting on macOS, Windows, Linux; read logs; use CLI.
- Exposure to SaaS, at least one cloud platform (AWS/GCP/Azure), and IDPs (Okta, Entra ID).
- Strong written and verbal communication; write clear tickets/docs.
- Customer-obsessed, organized, and comfortable with remote, multi-time‑zone work.
🎁 Benefits
- Virtual-first working model with in-person events
- Medical, dental, vision insurance — employees covered 100%
- Basic Life, AD&D and disability insurance
- Flexible Spending Accounts
- Healthcare, Dependent Care and Commuter Health Savings Accounts
- Flexible Paid Time Off
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