26 days old

Cybersecurity Technical Support Engineer

Austin, TX 78703
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We are seeking a highly Talented, Energetic, Customer Centric technical professional to join our World-Class Support Organization. Some people like to Solve Complicated Problems and some enjoy working in a Fast-Paced Environment...Our AT&T Cyber Security Technical Support Team is looking for someone who loves both!

As a member of Technical Support, youll play a vital role in providing phenomenal remote support for our Federal Contracted Customers out of the Austin, TX location.


Supporting complex customer issues affecting our customer base, often including key accounts and unique environment.

Responding to customer inquiries and providing technically supported solutions. Updating customers with daily case management efforts to ensure we exceed their expectations while adhering to our Service Level Agreement.

Enable customers to overcome challenges they experience while deploying and/or managing an USM Anywhere solution.

Supporting our customers over various mediums such as:

Phone, Email, Screen Sharing, The Customers Portal

Problem determination and root cause analysis documentation.

Help produce Internal and External Knowledge Base Articles

Work closely across multiple departments to achieve the necessary solutions to address the customer concerns.

What You Need Technical:

Network Address Translation and the ability to apply them while troubleshooting.

Linux command line skills for platform and network troubleshooting using commands for Ex: less, grep, htop, traceroute, ping, dig, TCPDump

Skills deploying virtual machines in various platforms such as Hyper-V and/or ESX/ESXi

Strong computer networking knowledge of TCP/IP, DNS, Routing/Switching, Firewalls, Proxies, Port and Network Address Translation and the ability to apply them while troubleshooting.

What You Need Non-Technical:

Ability to work with limited supervision while adhering to all established procedures.

Excellent Written and Verbal Communication Skills

Production use of CRM Ticketing | Incident Mgmt. Systems

Ability to effectively communicate in a professional, friendly manner

Ability to provide customer service while achieving a high level of customer satisfaction

Strong collaborator, Problem Solver, and Team Focused

Ability to multi-task with special attention to details

Time Management

Required Qualifications

5+ years of experience in technical troubleshooting and root cause analysis

Mandatory strong Linux system experience, networking technologies and cloud-deployed application troubleshooting

Preferred Qualifications and Experience:

Education: Preferred Bachelors degree in Information Systems, or Cyber Security or equivalent experience.

Background working with enterprise-class customers.

Experience working with customers that must meet compliance regulations (e.g. SOC2, PCI, HIPAA, etc.).

Understanding of Java error messages.


As an employee of AT&T youll be eligible for some great rewards. Like working in an innovative workspace, team building events, competitive compensation, and health and lifestyle benefits.

Comprehensive Total Rewards Package (Salary + Bonus incentives)

Comprehensive PPO/HMO Medical/Dental/Vision

Paid: PTO, Sick Leave, Maternity/Paternity Leave, Service Day

Adoption & Surrogacy programs

401k + 100% matching up to 6%

Educational opportunities & Tuition Reimbursement

AT&T service discounts

AT&T service referral programs

Numerous industry awards and is recognized as a visionary in the industry

Strong year-over-year growth and a rapidly growing customer base
We expect employees to be honest, trustworthy, and operate with integrity. Discrimination and all unlawful harassment (including sexual harassment) in employment is not tolerated. We encourage success based on our individual merits and abilities without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status.
Posted: 2021-05-20 Expires: 2021-06-19
Sponsored by:
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Cybersecurity Technical Support Engineer

Austin, TX 78703

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