Technical Support Engineer

Description

Summary: OpenVPN is seeking a remote Technical Support professional to assist corporate clients with cutting-edge VPN solutions, focusing on communication and troubleshooting. Highlights: 1. Provide technical support for cutting-edge corporate VPN solutions 2. Engage with clients using Access Server & CloudConnexa 3. Focus on networking and Linux troubleshooting OpenVPN is looking to hire a new member of our Customer Support team who will provide Technical Support to our corporate clients. The position is 100% remote. * You will be responsible for communicating with the clients of Access Server \& CloudConnexa, our cutting\-edge corporate VPN solutions used by thousands of businesses worldwide. * This is a technical position, and a good understanding of networking technologies is an absolute must. Equally important would be English fluency, excellent communication skills, and a proactive, can\-do attitude. * Middle\-Senior Sysadmin/Support skills (at least 3 years of experience dealing with networking and Linux troubleshooting) * Excellent English communication abilities required, both spoken and written * Good understanding of networking (TCP/IP, Routing, Layer 3, etc) * Ability to use Wireshark and tcpdump * Knowledge of SSH, x.509 PKI, HTTPS, VPN * Knowledge of Auth and MFA/2FA systems, for example, RADIUS, LDAP, AD, PAM, GAuth, Duo, YubiKey, RSA * Understanding and interest in Linux\-based OS’s (Ubuntu, CentOS, RHEL, Debian, etc.), modern Windows and macOS/OSX systems * Experience with various major cloud solutions like AWS, GCP, Azure, etc. * General SQL knowledge, experience with MySQL/SQLite Responsibilities * You will be responsible for communicating with the clients of Access Server \& CloudConnexa, our cutting\-edge corporate VPN solutions used by thousands of businesses worldwide * Investigate client issues received via our ticketing system * Respond to clients to ensure their full satisfaction * Coordinate with other team members as well as other teams to resolve or refer more complicated issues * As our clients use Access Server running various types of infrastructure with complex network setups, they would require assistance and insight to ensure successful implementation and prompt troubleshooting. Communication with the clients occurs primarily through messages in our online support ticket system, and providing fast and accurate responses that guide them to the best possible solution would be your main goal.