Job Title:
Principal Product Service Engineer
Department:
Professional Services
Reports to:
Senior Manager Product Services
Owl Cyber Defense is a leader and trusted partner in cyber security. We deliver solutions that protect and connect the world’s most critical networks. Owl’s product lines of cross domain, data diode, and portable media solutions provide the strongest available security checkpoints for threat prevention and secure data availability. Our in-depth expertise in security engineering at the operating system level enables us to help government and commercial customers meet ever-evolving cyber security threats.
Job Summary:
Owl is hiring for a Principal Product Service Engineer who will work with clients assisting in resolving issues and closing support tickets at the Tier 3 support level. Identifies, analyzes, and provides solutions to complex product issues. The Principal Product Service Engineer will research and answer difficult customer issues about product features and recommend appropriate upgrades. Develops creative solutions to more unique, chronic, or complex issues.
In addition, the Principal Product Service Engineer performs extensive product testing on new product releases and existing fielded products (as needed). May mentor less experienced engineers. Has deep knowledge of the organization’s products and services.
Essential Duties and Responsibilities:
- Managing and resolving client trouble tickets
- Help maintain a technical lab in Danbury, CT
- Ability to travel when required to client site for hard to solve issues
- Occasional Weekend support to provide 24/7 support for global customers
- Maintain a robust service desk database for resolved product issues
- Other duties as assigned
Requirements/Qualifications:
- Education:
- Bachelor’s degree in a technical field is preferred
- Experience:
- 15+ years in a technical role in the technology market focused on customer and technical support in the higher tiered support model
- Required Certifications:
- Security+
- Linux+
- Desired Certifications:
- CCNP
- CCNP-Collaboration
- Knowledge, Skills & Abilities:
- Technical:
- Proficient in Linux (RHEL/CentOS) and Windows environments
- Extensive experience with:
- Python
- Bash
- DFDL Schema Development
- XML Schema Development
- Deep knowledge and understanding of TCP and UDP networking
- Demonstrate a deep knowledge and understanding of various IT concepts (e.g. Compute, Storage, Networking, Database)
- Cisco IOS (a plus)
- Cisco Collaboration Technology (a plus)
- Soft skills:
- Experience leading presentations, public speaking, or classroom training in related technology
- Proven presentation and people skills that enable you to deliver engaging and effective in person and online training.
- Strong desire to succeed
- Excellent oral and written communication skills
- Multi-tasking, organization, and time management skills
- Positive attitude and good team player
- Due to Government contracts, US citizenship is required. TS Clearance preferred. SCI is desired. Will be processed for clearance if one is not held.
- Ability to travel non-locally of up to 10% annually.
About Owl Cyber Defense Solutions, LLC
Owl Cyber Defense Solutions, LLC is a fast-growing cybersecurity solutions company, holding a firm leadership position in network security and secure information transfer. It is a privately-owned US company with offices in Columbia, MD, Danbury, CT and Morrisville, NC. For more information, see .
Owl Cyber Defense is Proud to be an Equal Opportunity /Affirmative Action Employer.
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