• Maintain and improve a portfolio of live client websites. • Handle ongoing website support tasks including bug fixes, broken elements, and layout adjustments. • Work primarily on WordPress websites, while also supporting other CMS platforms such as Duda, Squarespace, and Divi. • Set up and manage staging environments for safe updates and testing. • Ensure daily backups are properly configured and functioning within hosting environments. • Update and maintain themes, plugins, and CMS components. • Implement updates to footers, contact forms, favicons, and page elements. • Troubleshoot and resolve issues related to site speed, responsiveness, and performance. • Implement and validate schema markup and technical SEO improvements. • Identify and fix technical SEO issues that impact search visibility. • Monitor and maintain overall website health and stability. • Support integrations and ensure functionality across forms, plugins, and external tools. • Communicate clearly with internal teams regarding fixes, updates, and timelines. • Document recurring issues and solutions to improve efficiency over time.

• Escalation Point for Training Issues: Serve as the primary escalation point for instructors and participants during training sessions if self-service maintenance tasks cannot resolve an issue. Respond to and resolve technical issues, questions, and concerns related to course delivery promptly and effectively. • Course Lab Monitoring: Monitor the health and functionality of course labs in real-time during training sessions. Proactively identify and address any technical issues that may impact the training experience. • Lab Issue Resolution: Troubleshoot and resolve lab environment problems, including connectivity issues, software errors, and configuration problems. Collaborate with the Lab Engineering team to implement solutions and ensure smooth lab operation to proactively address future issues. • Assist with Course Deployments: Collaborate with the Training Architect team to assist in the deployment of course labs. Ensure that lab environments are set up correctly and are ready for training sessions. • Technical Support and Guidance: Provide technical support, guidance, and assistance to instructors and participants, ensuring that they have a productive and trouble-free training experience. • Serve as the primary point of contact for technical issues and training inquiries from customers • Respond to support tickets, emails, and phone calls in a timely and professional manner • Be available for on-call rotations, self-manage on-call schedules • Analyze and diagnose technical problems, providing effective and sustainable solutions • Utilize technical knowledge and expertise to troubleshoot issues with SpecterOps Training Platform and Infrastructure • Document and communicate troubleshooting steps and resolutions to clients and internal teams • Develop a deep understanding of the Training Solutions products and SpecterOps services to provide accurate and effective support • Work closely with the engineering and product management teams to escalate and resolve issues • Provide valuable input for product improvement based on customer feedback • Create and maintain detailed documentation on common issues, solutions, and best practices • Contribute to the development of knowledge base articles and user guides

Role Description Zero Networks is seeking an experienced Support Engineer to provide innovative and empathetic technical support to our customers. You will play a crucial role in ensuring customer satisfaction and driving the continuous improvement of our products and services. - Problem Solving: Diagnose and resolve technical issues, providing timely and accurate customer support. - Collaboration: Work closely with cross-functional teams to enhance product functionality and resolve customer challenges. - Growth-Oriented Mindset: Continuously seek to improve your technical skills and knowledge, embracing our culture of learning and personal development. - Quality Focus: Uphold high standards of service, striving for excellence in every customer interaction. - Transparency and Communication: Maintain clear, empathetic, and effective communication with customers and team members. - Perseverance: Tackle complex problems with a can-do attitude, demonstrating resilience in the face of challenges. Qualifications - Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience). - 5+ years of relevant work experience (Network/Security/SaaS Support) - Must. - Proficiency in Active Directory/GPO, Windows, Linux, and PowerShell/Python scripting - Must. - Proven experience in a technical support role, preferably in the cybersecurity industry. - Excellent problem-solving and communication skills. - Willingness to learn and adapt in a fast-paced environment. - Strong understanding of network security skills and the ability to work independently and as part of a team. - Commitment to innovation, integrity, and excellence.

• Collaborate across teams to assist in solving complex technical customer problems within our APM product suite. • Display strong analytical skills and technical troubleshooting abilities to address customer issues effectively. • Provide outstanding customer service and demonstrate genuine empathy towards customers facing technical difficulties. • Work closely with our engineering teams to resolve intricate APM-related issues. • Support New Relic customers with installation, configuration, and data exploration requests related to infrastructure technologies. • Advocate for customer needs by documenting feedback on feature requests and reporting bugs to our Product Organization to enhance the infrastructure component of the New Relic platform. • Continuously advance your skills through training and exposure to additional infrastructure features and technologies.