Technical Support Engineer at Barracuda

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 solutions
Requirements:

• Bachelor’s or associate degree in relevant field

• 2-5 years in technical support or related roles

• Experience with cloud, SaaS, and hybrid infrastructure

• Familiarity with diagnostic tools and protocols

• Preferred certifications in networking or cybersecurity
Employ your troubleshooting expertise, active listening, and technical knowledge to enhance customer experiences at Barracuda.
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