Technical Support Representative

Overview

In this entry-level front-line role at Barracuda, you will provide support for networking and security products, assisting customers via email, phone, and chat. You’ll document and escalate issues, troubleshoot problems, and contribute to ongoing product knowledge through training. You will collaborate with a team and report to a Technical Support Manager, handling high-volume inquiries on solutions like WAF/NG and email/backup. This position offers growth through internal mobility and hands-on experience in cybersecurity product support.

Pay / Benefits

• equity
• internal mobility
• cross-training opportunities
• non-qualifying options

Responsibilities

• Provide superior customer support on Barracuda’s home-grown products
• Interface with customers to resolve issues across WAF/NG and email/backup applications
• Document issues, escalate when needed, and track bugs
• Diagnose problems and deliver solutions; raise tickets when unresolved

Key requirements

• Good knowledge/experience in network IT security or data protection (backup, email archiving) is a plus
• Linux Command Shell experience beneficial
• Experience with Windows Server, VMware, Hyper-V, Exchange, and SQL is advantageous
• CCNA/CCNP/CCIE certification is a plus
• Customer-centric focus for calls and emails
• Salesforce experience is a plus
• Good English; additional European languages beneficial

• Customer-centric
• Strong communication
• Teamwork and collaboration
• Network and IT security knowledge
• Linux command shell
• Windows Server, VMware, Hyper-V

…