Job Summary
Data Patrol is a cybersecurity company specializing in innovative solutions to protect digital screens and ensure data security. We are expanding our team to include a highly skilled Technical Support Engineer who will play a pivotal role in delivering exceptional support and ensuring client success with our solutions.
The Technical Support Engineer will be the go-to person for all technical matters related to Data Patrol’s solutions, primarily focusing on post-sales support but occasionally assisting with pre-sales activities. This role requires hands‑on expertise in deploying, troubleshooting, and optimizing our solutions while delivering world‑class customer service.
The candidate will also be responsible for replicating specific scenarios in a lab environment, designing and testing deployment strategies to ensure successful implementation for clients. Alongside these specialized tasks, the role encompasses standard technical support engineer responsibilities such as troubleshooting, issue resolution, and documentation.
Key Responsibilities- Act as the primary technical contact for clients, providing timely and effective resolution for technical issues.
- Troubleshoot, diagnose, and resolve hardware, software, and network‑related issues in a timely manner.
- Collaborate with the engineering team to elevate and resolve complex issues when necessary.
- Provide training and technical guidance to clients, ensuring they understand and maximize the use of Data Patrol’s solutions.
- Assist the sales team by offering technical insights and demonstrations to potential clients.
- Conduct proof‑of‑concept testing and solution presentations as required.
- Set up lab environments to replicate specific client scenarios for testing and troubleshooting purposes.
- Design and execute deployment strategies in the lab to ensure a smooth rollout at the client’s site.
- Validate new features and configurations before deploying them in production environments.
- Maintain accurate records of support activities, including troubleshooting steps and resolutions, using the company’s ticketing system.
- Develop and update technical documentation, FAQs, and guides for both clients and internal teams.
- Continuously monitor and improve support processes to enhance efficiency and client satisfaction.
- Stay up‑to‑date with the latest industry trends, technologies, and best practices to better support clients.
Education and Experience
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- 3+ years of experience in a technical support or engineering role, preferably in a cybersecurity or technology environment.
- Strong understanding of networking concepts, operating systems, and software deployment.
- Experience with lab simulations and setting up test environments.
- Knowledge of cybersecurity principles and technologies is a plus.
- Familiarity with troubleshooting tools and methodologies.
- Excellent problem‑solving and analytical abilities.
- Strong interpersonal and communication skills.
- Ability to work independently as well as in a team‑oriented environment.
- High attention to detail and a proactive approach to identifying and resolving issues.
At Data Patrol, we are certified Great Place to Work, we offer an inclusive and dynamic work environment with opportunities for professional growth. Be part of a company that is making a real impact in the cybersecurity industry.
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