Technical Support Representative

Job summary

The representative will provide front-line technical support for networking and security products via email, phone, and chat. They are also responsible for documenting product issues, creating internal solutions, and escalating bugs.

Job details

Job ID 27-0426 Come join our passionate team! Barracuda is a leading cybersecurity company providing complete protection against complex threats. Our platform protects email, data, applications, and networks with innovative solutions, and a managed XDR service, to strengthen cyber resilience. Hundreds of thousands of IT professionals and managed service providers worldwide trust us to protect and support them with solutions that are easy to buy, deploy, and use. We are committed to a candidate selection process and work environment that is inclusive and barrier free. To ensure candidates are assessed in a fair and equitable manner, accommodations will be provided to prospective employees in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code. Envision yourself at Barracuda! Barracuda Networks is currently looking for highly motivated and excited computer and networking technicians, to provide quality support of our superb networking and security products. This role will be an entry-level front-line facing position where you will understand, document, and troubleshoot the customers' product support issues over email, phone, and chat mediums in our Ottawa, Ontario office. This position will work within a team and will be reported to a Tech Support Manager. Schedule: 12:00PM – 9:00 PM EST (Monday–Friday) Location: Hybrid in Ottawa, Ontario What you’ll be working on Create, revise and publish internal and public facing product solutions. Interface with customers at a high volume to solve their issues. Develop your skills in network and security products through on-going training. Document, escalate and follow through with product bugs and/or issues. What you bring to the role Associates degree in IT, relevant training (CCNA cert/CompTIA/Cisco etc.) or equivalent experience. A customer centric focus - you always aim to make the customer happy. Strong troubleshooting/problem resolution skills. Basic networking or server experience - technical understanding of servers and networking technologies such as TCP/IP, Routing, DHCP. Ability to learn and adapt to quickly changing circumstances, direction and strategy. Experience in any of the scripting languages such as Bash, Shell, Perl, Python. What you’ll get from us A team where you can voice your opinion, make an impact, and where you and your experience are valued. Internal mobility – there are many opportunities for cross training and the ability to define your next career step within Barracuda. We support employees who want to explore other areas of interest. Equity, in the form of non-qualifying options High-quality health benefits Retirement Plan with employer match Career-growth opportunities Flexible Time Off and Paid Time Off benefits Volunteer opportunities The anticipated on-target earnings range for this role is $50,000 CAD. Actual compensation offered will be dependent upon the individual's skills, experience, and qualifications as they directly relate to the requirements of the position, the budget for the position, and applicable employment laws. #LI-Hybrid

What you’ll do

The representative will provide front-line technical support for networking and security products via email, phone, and chat. They are also responsible for documenting product issues, creating internal solutions, and escalating bugs.

Requirements

Candidates must have an associate degree in IT, relevant certifications like CCNA or CompTIA, or equivalent experience. Strong troubleshooting skills and a foundational understanding of networking technologies such as TCP/IP and routing are required.

Benefits

• Health benefits
• Retirement plan with employer match
• Equity
• Flexible time off
• Paid time off
• Volunteer opportunities
• Internal mobility

Listed skills

• Customer service · Preferred
• DHCP · Preferred
• Documentation · Preferred
• Troubleshooting · Preferred
• TCP/IP · Preferred
• Technical Support · Preferred
• Python · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Technical support
• Networking
• Troubleshooting
• Problem resolution
• TCP/IP
• Routing
• DHCP
• Server administration
• Bash
• Shell
• Perl
• Python
• Customer service
• Documentation
• Time Off Management
• CompTIA Certification
• Follow Through
• Cyber Resilience
• Self-Motivation
• Bash (Scripting Language)
• Cisco Certified Network Associate
• Cyber Security
• Dynamic Host Configuration Protocol (DHCP)
• Perl (Programming Language)
• Innovation
• Problem Solving
• Python (Programming Language)
• Managed Services
• Product Support
• Troubleshooting (Problem Solving)
• Network Routing
• Scripting

Job areas

• Technology
• Customer Service & Support
• Software
• Security & Safety
• Technical Support Representative
• Technical Customer Service Representative
• Contact Centre Information Clerks
• Customer Service Representatives

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