[Remote] Technical Support Triage Representative - French at WatchGuard Technologies

Spain

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Network Security, Cybersecurity, IT SupportIndustries

Requirements

Fluent in Spanish, French and English, both speaking and writing
Excellent written and verbal communication skills
Strong time management skills, results-focused, and a proactive nature
Ability to learn quickly and to adapt easily to change
Experience using CRM systems, Salesforce preferred
1-2 years’ experience in technical support/helpdesk role troubleshooting network and/or network security problems
Strong understanding of TCP/IP networking, applying OSI model troubleshooting methodology, Windows and Macintosh operating systems, and VPN technologies and their corresponding protocols
Familiarity with authentication protocols (LDAP, RADIUS, etc.), cloud platforms such as Azure and AWS, multifactor authentication software, antivirus, intrusion prevention software, and WAN protocols
Minimum medium-grade professional training in IT related field or an equivalent combination of education and experience

Responsibilities

Provide superior customer service and support to all customers by telephone, web, email, and/or chat
Show empathy and ownership of customer issues
Analyze, evaluate and determine urgency of all customer incidents
Translate and route customer support requests into appropriate incident format and queue to the prescribed technical support team
Resolve support calls involving known issues or procedures described in published documentation with emphasis on first contact resolution
Assess customer’s Support Contract status to determine support eligibility for hardware and configuration issues
Gather necessary technical data to begin support, including detailed problem descriptions, customer network details and WatchGuard configuration
Match customer problem descriptions to WatchGuard guides, known issues, and FAQ’s
Educate and review Self-help content with customers and attach to cases for later reference
Apply technical knowledge, trainings, and certification; continue learning through case management and customer interaction, and become a WatchGuard evangelist

Skills

Key technologies and capabilities for this role

FrenchEnglishSpanishTCP/IPOSI modelWindowsMacintoshVPNLDAPRADIUSAzureAWSMFAAntivirusIPSCRMSalesforce

Questions & Answers

Common questions about this position

What is the work arrangement or location policy for this role?

WatchGuard embraces a Flexible Work Philosophy where most employees can choose to work from the office, at home, or any combination of the two.

What language skills are required for this position?

Fluency in Spanish, French, and English is required, both speaking and writing.

What technical experience is needed for this role?

Candidates need 1-2 years’ experience in technical support/helpdesk troubleshooting network and/or network security problems, strong understanding of TCP/IP networking, OSI model troubleshooting, Windows and Macintosh OS, VPN technologies, and familiarity with authentication protocols, cloud platforms like Azure and AWS.

What is the company culture like at WatchGuard?

WatchGuard has a flexible culture built on trust, collaboration, and belonging, with a global workforce of outstanding team members.

What makes a strong candidate for this Technical Support Triage Representative role?

Strong candidates have excellent communication skills, strong time management, a proactive nature, ability to learn quickly and adapt to change, plus experience with CRM systems like Salesforce.

WatchGuard Technologies

Unified cybersecurity solutions for service providers

About WatchGuard Technologies

WatchGuard Technologies provides a Unified Security Platform® that helps managed service providers deliver comprehensive cybersecurity services. This platform includes various products and services that address different cybersecurity needs, such as network security, advanced endpoint protection, multi-factor authentication, and secure Wi-Fi. The platform works by integrating multiple security features into one cohesive system, allowing service providers to enhance their operational efficiency and scale their business effectively. What sets WatchGuard apart from its competitors is its focus on creating a platform specifically for managed service providers, along with its commitment to shared knowledge and automation, which simplifies security management for its clients. The goal of WatchGuard Technologies is to protect businesses worldwide by offering integrated security solutions that ensure both strong protection and streamlined operations.

Seattle, WashingtonHeadquarters

1996Year Founded

IPOCompany Stage

CybersecurityIndustries

1,001-5,000Employees

Benefits

Flexible Work Hours

Remote Work Options

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Health Savings Account/Flexible Spending Account

Paid Holidays

Paid Vacation

Paid Sick Leave

Paid Parental Leave

401(k) Retirement Plan

401(k) Company Match

Professional Development Budget

Adoption Assistance

Fertility Treatment Support

Childcare Support

Risks

Integration challenges from ActZero acquisition may affect service delivery.

WatchGuard MDR faces competition from established MDR providers.

Emergence of quantum cryptographic standards could challenge WatchGuard's encryption technologies.

Differentiation

WatchGuard offers a Unified Security Platform tailored for managed service providers.

The company integrates AI-driven threat analysis through its acquisition of ActZero.

WatchGuard's AuthPoint solution is recognized for its excellence in multi-factor authentication.

Upsides

Growing demand for MDR services aligns with WatchGuard's recent product offerings.

Expansion in the Asia Pacific region presents significant market opportunities for WatchGuard.

Increased remote work boosts demand for WatchGuard's secure VPN solutions.

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