Technical Support Engineer
General Dynamics AIS - Bethesda, MD

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General Dynamics Fidelis Cybersecurity Solutions is a fast growing company that provides organizations with a robust, comprehensive portfolio of products, services, and expertise to combat today’s sophisticated advanced threats and prevent data breaches. Our commercial enterprise and government customers around the globe can face advanced threats with confidence within our Network Defense and Forensics Services, delivered by an elite team of security professionals with decades of hands-on experience, and our award-winning Fidelis XPS™ Advanced Threat Defense Products, which provide visibility and control over the entire threat life cycle.

Responsibilities for this Position:

Fidelis has an immediate opening for an Technical Support Engineer to join our team.


Respond to customer technical assistance requests for a network security product
  • Diagnose and report product issues for a Linux-based network security appliance
  • Advise customers on creating and tuning security policies
  • Track customer issues and resolutions
  • Will be responsible in supporting a customer base in Eastern and Western Europe as well as the Middle East. Ability to work off-hours to support customer needs.
Master product operations and new version updates

Create solutions in our online knowledgebase

Collaborate with on-site Sales Engineering staff to provide priority technical support

Act as customer advocate to Product Management and Engineering

Work with QA/Testing staff to provide field use case information and requirements for added test cases

Work with Documentation staff to improve content and organization of product information

May also include, based on candidate’s skills:
  • training development and delivery
  • on-site service delivery
  • product demonstrations
  • internal network and systems administration
Basic Qualifications:

3-5 years experience with installing and troubleshooting network devices

3-5 years experience as a Linux power user and diagnostician

2-3 years of Windows administration or helpdesk experience

Demonstrated problem isolation and diagnostic skills

The Technical Support Engineer position requires a bachelors degree in a related specialized area or the equivalent, and five to eight years of related experience; or a masters degree with three to five years of related experience.

Qualifications (Preferred):

Good oral and written communication skills

Experience in customer-facing role

Demonstrated ability to communicate complex technical information clearly, accurately, and appropriately

Familiarity with IP network protocols and services

Strong personal organization, follow-up and initiative, coupled with ability to re-prioritize tasks

Additional skills of the ideal candidate:

Experience with Fidelis XPS or other network security products, such as IPS/IDS solutions

Experience with hardware troubleshooting and diagnosis

MySQL experience as user and DBA

Training and services delivery experience

Bachelor’s degree in CS or EE preferred

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