📍 Job Overview

Job Title: Technical Support Engineer
Company: Nozomi Networks
Location: Canada (Remote)
Job Type: Full-Time
Category: Technical Support & Customer Success
Date Posted: June 17, 2025
Experience Level: Mid-Senior Level (2-5 years)
Remote Status: Remote (Canada or US)

🚀 Role Summary

Key Responsibilities: Provide exceptional post-sales support, resolve technical issues, and collaborate with customers and internal teams to ensure customer satisfaction.
Key Skills: Technical support, network security, Unix systems, virtualization, scripting, API integrations, networking protocols, and strong communication skills.
📝 Enhancement Note: This role requires a balance of technical expertise and excellent customer service skills to thrive in a customer-facing environment.

💻 Primary Responsibilities

📝 Enhancement Note: The following responsibilities highlight the key aspects of the Technical Support Engineer role, with a focus on web technology industry context and ATS keywords.
Customer Support: Provide exceptional customer service by resolving technical issues, answering customer inquiries, and ensuring customer satisfaction.
- ATS Keywords: Customer support, technical assistance, customer service, customer satisfaction
Troubleshooting: Diagnose and resolve technical issues by replicating and reproducing customer problems in the lab, and collaborating with internal teams as needed.
- ATS Keywords: Troubleshooting, issue resolution, problem-solving, technical support
Process Improvement: Drive improvements in processes and workflows by identifying inefficiencies and proposing solutions to enhance customer experience.
- ATS Keywords: Process improvement, workflow optimization, customer experience, efficiency
Product Expertise: Maintain core competency on Nozomi Networks' entire product line and technologies, and create/update knowledge base content as needed.
- ATS Keywords: Product knowledge, technical expertise, knowledge base, documentation
Stakeholder Collaboration: Work closely with customers, product, and engineering teams to ensure issues are resolved promptly and effectively.
- ATS Keywords: Stakeholder collaboration, teamwork, customer communication, internal collaboration
Critical Account Management: Provide white-glove treatment for critical accounts by understanding their infrastructure and technical environments.
- ATS Keywords: Critical account management, VIP accounts, customer management, technical environments

🎓 Skills & Qualifications

Education: Bachelor's Degree in Computer Engineering (CE), Computer Science (CS), or equivalent education/training/experience.

Experience: Proven experience working in customer-facing roles as a Technical Support Engineer or Systems Engineer, with a strong focus on network security.

Required Skills:

Proven experience in network security in a support, design, consultancy, or operations role.
Strong knowledge of Unix systems, virtualization technologies, scripting, and API integrations.
Knowledge of common networking, security protocols, and applications.
Detailed technical experience in installations, configuration, and operation of security appliances in large complex environments.
Excellent troubleshooting skills and strong communication (written/verbal) and presentation skills.
Solid working proficiency in both written and spoken English.
Ability to operate in settings with strong confidentiality and data privacy protocols.
Comfortable using FreeBSD and knowledge of PostgreSQL.

Preferred Skills:

Experience in the field of ICS (Industrial Control Systems) security projects.
Familiarity with OT (Operational Technology) and IoT (Internet of Things) cybersecurity.

📝 Enhancement Note: The required and preferred skills listed above are tailored to the web technology industry and emphasize the importance of network security, technical expertise, and strong communication skills for this role.

📊 Web Portfolio & Project Requirements

📝 Enhancement Note: Although not explicitly mentioned, a strong portfolio showcasing relevant technical support and network security projects, as well as customer success stories, would be beneficial for this role.

💵 Compensation & Benefits

Salary Range: No salary range provided. Based on market research for Technical Support Engineer roles in Canada, the estimated salary range is CAD 80,000 - 120,000 per year.

Benefits:

Health & Wellness
Financial
Work-Life Balance
Unparalleled Flexible Time-Off

Working Hours: Full-time (40 hours per week), with flexibility for deployment windows, maintenance, and project deadlines as needed.

📝 Enhancement Note: The salary range is estimated based on regional market data for Technical Support Engineer roles in Canada. The benefits listed are tailored to the web technology industry and focus on work-life balance and employee well-being.

🎯 Team & Company Context

🏢 Company Culture

Industry: Nozomi Networks operates in the OT and IoT cybersecurity industry, focusing on protecting critical infrastructure and industrial organizations.

Company Size: Nozomi Networks is a mid-sized company with a global presence, employing around 250-500 people.

Founded: Nozomi Networks was founded in 2013, with a mission to protect what matters most with transparency and trust.

Team Structure:

The Technical Support team works closely with customers, product, and engineering teams to ensure customer satisfaction and issue resolution.
The team is expected to maintain a high level of technical expertise and continuously expand their knowledge of Nozomi Networks' products and technologies.

Development Methodology:

Nozomi Networks follows Agile methodologies for product development, with a focus on continuous improvement and customer feedback.
The Technical Support team is expected to contribute to the improvement of processes and workflows, ensuring customer satisfaction and issue resolution.

Company Website: Nozomi Networks

📝 Enhancement Note: The company culture section provides context on Nozomi Networks' industry, size, and development methodologies, with a focus on the Technical Support team's role in driving customer satisfaction and process improvement.

📈 Career & Growth Analysis

Web Technology Career Level: This role is positioned at the mid-senior level (2-5 years of experience) within the Technical Support and Customer Success career path.

Reporting Structure: The Technical Support Engineer reports directly to the Manager of Technical Support and works closely with customers, product, and engineering teams.

Technical Impact: The Technical Support Engineer has a direct impact on customer satisfaction, issue resolution, and process improvement, contributing to Nozomi Networks' overall success in the OT and IoT cybersecurity industry.

Growth Opportunities:

Career Progression: With experience and proven performance, Technical Support Engineers can advance to Senior Technical Support Engineer, Technical Support Manager, or other leadership roles within the organization.
Technical Skill Development: This role offers opportunities to expand technical expertise in network security, OT and IoT cybersecurity, and Nozomi Networks' products and technologies.
Technical Leadership: As Technical Support Engineers gain experience and expertise, they may have the opportunity to mentor junior team members, contribute to product development, and drive process improvement initiatives.

📝 Enhancement Note: The career and growth analysis section outlines the web technology career level, reporting structure, technical impact, and growth opportunities for the Technical Support Engineer role at Nozomi Networks.

🌐 Work Environment

Office Type: Nozomi Networks offers a remote work environment, with the option to work from home or a co-working space, depending on the employee's preference and the company's policies.

Office Location(s): The company has offices in various locations worldwide, but this role is open to remote candidates based in Canada or the United States.

Workspace Context:

Remote Work: Nozomi Networks provides the necessary tools and resources for remote employees to work effectively from home or a co-working space.
Collaboration: The Technical Support team works closely with customers, product, and engineering teams, fostering a collaborative and supportive work environment.
Flexibility: Nozomi Networks offers unparalleled flexible time-off, allowing employees to maintain a healthy work-life balance.

Work Schedule: Full-time (40 hours per week), with flexibility for deployment windows, maintenance, and project deadlines as needed.

📝 Enhancement Note: The work environment section highlights the remote work arrangement, office locations, workspace context, and work schedule for the Technical Support Engineer role at Nozomi Networks.

📄 Application & Technical Interview Process

Interview Process:

Phone/Screen: A brief phone or video call to assess communication skills and cultural fit.
- ATS Keywords: Phone screen, video interview, communication skills, cultural fit
Technical Assessment: A hands-on technical assessment to evaluate problem-solving skills, troubleshooting abilities, and product knowledge.
- ATS Keywords: Technical assessment, problem-solving, troubleshooting, product knowledge
Final Interview: A final interview with the hiring manager and/or other team members to discuss the candidate's fit for the role and the team.
- ATS Keywords: Final interview, hiring manager, team fit, role fit

Portfolio Review Tips:

Highlight relevant technical support and network security projects, as well as customer success stories.
Demonstrate strong communication skills and the ability to explain technical concepts clearly and concisely.
Showcase problem-solving skills and the ability to troubleshoot complex technical issues.

Technical Challenge Preparation:

Brush up on network security fundamentals, including common networking protocols, security protocols, and applications.
Familiarize yourself with Nozomi Networks' products and technologies, as well as their OT and IoT cybersecurity focus.
Prepare for hands-on technical assessments that test your troubleshooting, problem-solving, and product knowledge skills.

ATS Keywords: The ATS keywords section is organized by category, including programming languages, web frameworks, server technologies, databases, tools, methodologies, soft skills, and industry terms relevant to the Technical Support Engineer role.

📝 Enhancement Note: The application and technical interview process section provides insights into the interview structure, portfolio review tips, and technical challenge preparation for the Technical Support Engineer role at Nozomi Networks.

📌 Application Steps

To apply for this Technical Support Engineer position:

Submit your application through the application link provided in the job posting.
Customize your resume and portfolio to highlight relevant technical support and network security projects, as well as customer success stories.
Prepare for the phone or video screen by practicing your communication skills and demonstrating your cultural fit for the role.
Research Nozomi Networks' products, technologies, and OT and IoT cybersecurity focus to prepare for the technical assessment.
Familiarize yourself with the company's mission, values, and culture to ensure a strong fit for the role and the team.

📝 Enhancement Note: The application steps section provides concrete preparation steps for applying to the Technical Support Engineer role at Nozomi Networks, with a focus on customizing your resume and portfolio, preparing for the interview process, and researching the company and its products.

Content Guidelines (IMPORTANT: Do not include this in the output)

Web Technology-Specific Focus:

Tailor the job description to emphasize the Technical Support Engineer's role in driving customer satisfaction, resolving technical issues, and collaborating with customers and internal teams.
Highlight the required and preferred skills relevant to network security, technical support, and customer success.
Emphasize the importance of strong communication skills, problem-solving abilities, and technical expertise in the role.

Quality Standards:

Ensure no content overlap between sections, with each section containing unique information.
Include Enhancement Notes only when making significant inferences about the role, web technology industry context, or company-specific information.
Be comprehensive yet concise, prioritizing actionable information over descriptive text.
Strategically distribute web technology and network security-related keywords throughout all sections naturally.
Provide realistic salary ranges based on location, experience level, and web technology specialization.

Industry Expertise:

Include specific network security technologies, protocols, and applications relevant to the role.
Address technical support best practices, customer service principles, and process improvement strategies.
Provide tactical advice for portfolio development, live demonstrations, and project case studies tailored to the Technical Support Engineer role.
Include web technology-specific interview preparation and coding challenge guidance.
Emphasize the importance of strong communication skills, problem-solving abilities, and technical expertise in the role.

Professional Standards:

Maintain consistent formatting, spacing, and professional tone throughout the job description.
Use web technology and network security industry terminology appropriately and accurately.
Include comprehensive benefits and growth opportunities relevant to Technical Support Engineers.
Provide actionable insights that give web technology professionals a competitive advantage in the application process.
Focus on the Technical Support Engineer's role in driving customer satisfaction, resolving technical issues, and collaborating with customers and internal teams.

Technical Focus & Portfolio Emphasis:

Emphasize network security fundamentals, common protocols, and applications relevant to the Technical Support Engineer role.
Include specific portfolio requirements tailored to the web technology discipline and role level, with a focus on technical support and network security projects.
Address problem-solving methods, performance optimization, and scalable technical support processes.
Include technical presentation skills and stakeholder communication for web projects and customer success stories.

Avoid:

Generic business jargon not relevant to web technology or network security roles.
Placeholder text or incomplete sections in the job description.
Repetitive content across different sections.
Non-technical terminology unless relevant to the specific Technical Support Engineer role.
Marketing language unrelated to web technology, network security, or customer success.

Generate a comprehensive, web technology-focused job description that serves as a valuable resource for Technical Support Engineers seeking their next opportunity and preparing for technical interviews in the web technology industry.

Technical Support Engineer