Network Security Technical Support Representative

Job ID 26 - 533

Location: Alpharetta, Georgia

Come Join Our Passionate Team! At Barracuda, we make the world a safer place. We believe every business deserves access to cloud-enabled, enterprise-grade security solutions that are easy to buy, deploy, and use. We protect email, networks, data and applications with innovative solutions that grow and adapt with our customers’ journey. More than 220,000 organizations worldwide trust Barracuda to protect them — in ways they may not even know they are at risk — so they can focus on taking their business to the next level.

We know a diverse workforce adds to our collective value and strength as an organization. Barracuda Networks is proud to be an Equal Opportunity Employer, committed to equal employment opportunity and equitable compensation 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 Tech Support Manager.

What you’ll be working on

• Provide technical and troubleshooting assistance for Barracuda’s network security products, including firewalls, VPNs, and threat protection systems
• Deliver world-class customer service while directly interfacing with our customers at a high volume
• Respond to customer inquiries via phone, email, and chat, ensuring timely and accurate resolution of issues
• Help create and revise internal and public-facing product solutions
• Develop your skills in network and security products through ongoing training
• Escalate complex problems while maintaining ownership and communication with the customer

What you bring to the role

• Associates degree in Networking, or related IT field
• CCNA, CompTIA Network+ certification, or equivalent work experience
• Technical comprehension of Firewalls, Routers, IDS, IPS, VPN, NAT, and Networking Protocols such as UDP, TCP/IP, IPsec, and DHCP
• Proficiency with troubleshooting and resolving complex networking problems through phone and email communications
• Excellent verbal and written communication skills
• Experience in customer service with the ability to effectively communicate with end users of diverse technical backgrounds
• A willingness to learn and develop your skills by taking on additional projects or assignments
• Ability to take direction and adapt quickly to changing circumstances
• Experience with Unix, Shell, Perl, or Python preferred but not required

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.

• Equity, in the form of non-qualifying options
• High-quality health benefits
• Retirement Plan with employer match
• Career-growth opportunities
• Flexible Time Off and Paid Time Off benefits
• Volunteer opportunities

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Hybrid work schedule in Alpharetta, Georgia