Technical Support Representative

Overview

Job  - 533 |

Location:

Alpharetta, Georgia

Barracuda is looking for highly motivated and excited computer and networking technicians to provide quality support of our networking and security products. This entry-level front-line facing position involves understanding, documenting, and troubleshooting customers' product support issues over email, phone, and chat. You will work within a team and report to a Tech Support Manager. Barracuda protects email, networks, data and applications with cloud-enabled, enterprise-grade security solutions that are easy to buy, deploy, and use.

We know a diverse workforce adds value and strength. 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.

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

• 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

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

Hybrid work schedule in Alpharetta, Georgia