Support Technician Analyst 2 - Cybersecurity

Golden, CO

Do you have amazing sleuthing skills?  

Are you our next Untangler?

If Sherlock is your middle name and you love a good puzzle, send us your skill set and let's investigate together! The Untangle customer support team seeks an energized trouble-shooter who is committed to make an impact with our customers.  Are you an enthusiastic, detail-oriented Support Technician with a passion to help customers? If you have network security and support experience and are looking to learn and grow in a role, this position is for you. This is a full-time, permanent position located in Arvada, Colorado.

This is not your standard drone/high turnover tech support job. The team consists of highly motivated, smart, hard working folks with a sense of humor. We believe the person answering the phone should completely understand our product and be able to solve the customer’s problem 99% of the time.... with a smile.  Our solutions and smiles transmit through emails, telephones, and even osmosis. Integrate with our team and join our Fun-tangle Family.

Here's a Bit About Us:

You’ll be working in beautiful Arvada, Colorado. We offer a dynamic, fun work environment where the snacks are plentiful and the walls are bright.  It's a high-energy atmosphere of reliable bold products disrupting the networking industry.

  • Competitive base comp + uncapped commission + additional spiffs
  • Generous paid time off: 18 days of PTO and 11 paid holidays
  • Full medical, dental, and vision benefits
  • 401K program with matching
  • Company-paid life insurance
  • Short- and long-term disability coverage
  • Lots of freedom for creativity and personal growth
  • Free catered lunches
  • Stock option equity participation

Untangle® is an innovator in cybersecurity for the below-­enterprise market, safeguarding people’s digital lives at home, work and on-­the-­go. Untangle’s integrated suite of software and appliances provides enterprise-­grade capabilities and consumer-­oriented simplicity, bringing a new generation of smart security to homes and small-­to-­mid-­sized businesses. Our headquarters are right in the heart of Silicon Valley in downtown San Jose, California.

Are you a sleuther with the following?

  • Ability to communicate clearly and professionally, both verbally and in writing
  • Have a pleasant, patient and welcoming attitude
  • Strong decision making and analytical abilities
  • Detail orientated
  • Excellent time management and organizational skills
  • Ability to work well within a team

Would you like to be our answer person, relaying solutions to make a positive impact to someone's day? If so, you'll be doing the following for us:

  • Provide technical support for a variety of Untangle network security products
  • Provide customer training, system optimization, system conversions
  • Create and maintain online documentation
  • Recognize, document and alert the supervisor of trends in customer calls.
  • Recommend process improvements.
  • Other duties as assigned.

We need you to have:

  • Advanced understanding of networking (IP routing, Port, Protocols)
  • Ability to communicate and empathize with all levels of customers - executives, end-users, admins
  • 2-3 years of experience in a customer support/help desk capacity
  • Advanced understanding of network and computer hardware and software interconnectivity
  • Knowledge of all operating systems
  • Knowledge or routers, switches, and firewalls
  • Strong understanding of IP network/subnet addressing
  • Bachelor's degree in related field or equivalent experience
  • Experience managing Linux systems from the the command line
  • Experience diagnosing network related issues
  • Excellent on-time and attendance record
  • Must be able to be part of rotating on-call schedule

It'll Be Great If You Have:

  • 5+ years experience providing technical support in a B2B organization
  • Previous experience with Zendesk
  • Strong knowledge of OSPF, BGP, VOIP, VRRP, and other protocols

Did you hear about some of our many accolades, including:

  • Cyber Defense Magazine - 2018 Best Product in the Firewall category, Hot Company in the Unified Threat Management category
  • Sweeping four categories in 2018 Global excellence Awards
  • Stevie Awards -  2018 Gold Winner in Best New Product or Service of the year - Software - Network Security Solution
  • Government Security Awards “The Govies” for 2018 – Gold Winner in Network Security for Untangle NG Firewall
  • Spiceworks #1 Best Content Filtering Appliance
  • Spiceworks #1 Best Software Firewall

Check us out at:

JOB CODE: 1194-21-500