Contribute your expertise with Barracuda as a Technical Solutions Engineer 2, delivering advanced support in a hybrid work environment. Assist customers with complex technical issues across networking, cloud systems, and security platforms.
As a Technical Solutions Engineer 2, you will provide essential support for external clients, internal staff, and business partners. This pivotal role involves troubleshooting complex issues and mentoring Tier 1 technicians while ensuring SLA compliance. Your skills in documentation, diagnostics, and communication will be crucial in improving customer satisfaction and driving continuous service improvements.
Key Responsibilities:
• Deliver second-tier technical support via multiple communication channels
• Troubleshoot networking, security, cloud, and endpoint issues
• Assist with onboarding and optimizing IT security products
• Monitor call queues and mentor Tier 1 technicians
• Maintain accurate documentation of cases and solu...