Technical Support Operator; m​/f​/d

Neo Protect delivers DDoS protection as rentable software instances via our On Premise Shieldand with that protects Terabits of legitimate traffic every second. Additionally, we also have our Game Shield wherewe protect Game Servers from DDoS attacks via a globally distributed network of proxy services.

Thus, we serve primarily SMEs, Enterprises but also Consumers. All should get an amazing experience.

• You are the First Contact for Customers
• Your job is to understand customer problems, and coordinate to fix problems or fix them yourself if possible
• Managing customer satisfaction and needs, interpreting priorities and making the best out of hard scenarios
• Occasional sys-admin tasks, setup help or debugging of a technical problem
• Basic Sales of set plans and pricing

• Experience in customer support, sales or team/project management
• Solid technical skills (Linux, Basic Networking, MTR/Trace route/similar, Grafana, Programming concepts)
• Comfortable reading logs and narrowing a vague report down to a specific cause
• Pin-pointing and extracting actual technical problems from messages from customers as a core skill
• Working German and English in writing

No deep kernel or programming knowledge is required for this role, but Sys-Admin and technical skills related to Linux,general Server Management and Networking is required as well as basic network security understanding.

Useful but not expected:

• Extremely well understanding of People and Psychology
• Deeper networking knowledge:
  Wireshark, Tracing packets to the problem, Routing Protocols (BGP, IGPs etc.), DDoS knowledge

We provide a laptop and general work equipment needed to properly perform, as well as AI tooling and software to carry outand plan your work. The occasional swag-package and other benefits will also generally be handed out.

Our work is based on substantive criticism and feedback across people and teams. Usage of systems shall always be done with the question in mind: “what could be done to improve this”; and acting upon said question in terms of issue creation and concepts.

We strive to make better products, at all times.