Technical Support Representative

Barracuda Networks is seeking a highly motivated entry-level Technical Support Representative to provide quality support for their networking and security products. This front-line role involves understanding, documenting, and troubleshooting customer product issues via email, phone, and chat. Responsibilities include providing superior customer support, interfacing with customers to solve issues related to WAF/NG and email/backup applications, developing skills in network and security, documenting and escalating product bugs, and debugging issues to provide solutions.

Must Have

• Provide superior customer support on home-grown products
• Interface with customers at high volume to solve issues using WAF/NG and email/backup applications
• Document, escalate, and follow through with product bugs and/or issues
• Debug issues and provide solutions
• Answer customer calls and emails with a customer-centric focus
• Good English language skills

Good to Have

• Knowledge and experience in network / IT security and / or data protection (backup systems, e-mail archiving)
• Experience in Linux Command Shell
• Experience with Microsoft Windows Server, VMware, and Hyper-V virtualization, as well as Exchange and SQL
• CCNA, CCNP, or CCIE certification
• Prior experience with Salesforce
• Additional European languages

Perks & Benefits

• Team where you can voice your opinion, make an impact, and where you and your experience are valued
• Internal mobility and opportunities for cross-training
• Ability to attain your next career step within Barracuda
• Equity in the form of non-qualifying options

Description

Job ID 26-429

Come join our passionate team! Barracuda is a leading cybersecurity company providing complete protection against complex threats. Our platform protects email, data, applications, and networks with innovative solutions, and a managed XDR service, to strengthen cyber resilience. Hundreds of thousands of IT professionals and managed service providers worldwide trust us to protect and support them with solutions that are easy to buy, deploy, and use.

We know a diverse workforce adds to our collective value and strength as an organization. Barracuda Networks is proud to be an employer that complies with all applicable national, state and local laws pertaining to nondiscrimination and equal opportunity regardless of race, gender, religion, sex, sexual orientation, national origin, or disability.

Envision yourself at Barracuda

Barracuda Networks is currently looking for highly motivated and excited computer and networking technicians, to provide quality support of our superb networking and security products. This role will be an entry-level front-line facing position where you will understand, document, and troubleshoot the customers' product support issues over email, phone, and chat mediums. This position will work within a team and will report into a Technical Support Manager.

What you’ll be working

• Providing superior customer support on our home-grown products
• Interface with customers at a high volume to solve their issues using different applications which include WAF/NG and email/backup
• Develop your skills in network and security products through on-going training
• Document, escalate, and follow through with product bugs and/or issues
• Debug the issue and provide a solution. If not resolved raise a ticket to the next level

What you bring to the role

• Good knowledge and experience in the field of network / IT security and / or data protection (backup systems, e-mail archiving, etc.) is an advantage
• Experience in the field of Linux Command Shell beneficial
• Experience with Microsoft Windows Server, VMware, and Hyper-V virtualization, as well as Exchange and SQL, are advantageous
• CCNA, CCNP, or CCIE certification is an advantage
• A customer-centric focus where you will answer customer calls and emails
• Prior experience with Salesforce is an advantage
• Good English language, additional European languages also beneficial

What you’ll get from us

A team where you can voice your opinion, make an impact, and where you and your experience are valued. Internal mobility – there are opportunities for cross training and the ability to attain your next career step within Barracuda, in addition to equity, in the form of non-qualifying options.