Technical Support Representative

Barracuda Networks Inc. • Ottawa, ON

6d • Hybrid

About The Position

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.

Barracuda Networks is proud to be an employer that complies with all applicable national, state and local laws pertaining to nondiscrimination and equal opportunity regardless of race, gender, religion, sex, sexual orientation, national origin, or disability.

Envision yourself at Barracuda
Technical Solutions Engineer 2 provides advanced technical support for external customers, internal staff, and business partners. This role focuses on resolving moderate to complex technical issues, with specialization in network infrastructure, cloud systems, security platforms, and endpoint environments.

Technical Solutions Engineer 2 is expected to take ownership of escalated cases, provide mentorship to Tier 1 technicians, and proactively monitor call queues, team activities, and SLA (Service Level Agreements) compliance. This position bridges Tier 1 and senior support teams, requiring strong troubleshooting, diagnostic, documentation, and communication skills.

You’ll work independently and collaboratively across IT and engineering teams to identify root causes, implement fixes, improve customer satisfaction, and support continuous service improvement initiatives.

Requirements

• Bachelor’s OR associate degree in computer science, Information Technology, Cybersecurity, or related field OR equivalent technical certifications with relevant industry experience
• 2–5 years of hands-on experience in a technical support, network support, or infrastructure support role
• Proven success working directly with customers in a high-volume support environment
• Experience in environments using cloud, SaaS, and hybrid infrastructure is highly valued
• Advanced understanding of TCP/IP, UDP, DNS, DHCP, and common Layer 7 protocols (HTTP/S, SMTP, POP3, IMAP, FTP)
• Experience or familiarity with firewalls, load balancers, and VPNs, etc.
• Proficiency in Windows Server, Active Directory, Linux, and endpoint management tools
• Familiarity with Microsoft 365, Exchange Online, SharePoint, Intune, and Azure AD
• Working knowledge of ticketing systems (Jira or Salesforce) and ITSM (IT Service Management) frameworks.
• Understanding of OWASP Top 10, SSL/TLS, or general cybersecurity principles.
• Ability to analyze logs and traffic using Wireshark, tcpdump, Fiddler, or browser dev tools.
• Strong analytical thinking and structured problem-solving approach
• Customer-first mindset with excellent communication and sense of urgency
• Leadership potential and ability to guide or coach Tier 1 staff
• High attention to detail and personal accountability for tasks and case outcomes
• Collaborative and adaptable in a fast-paced, evolving tech environment
• Continuous learner, driven to stay current with tools, tech, and trends
• Team player with a positive attitude and maintain resilience in critical situations.

Nice To Haves

• CompTIA Network+, Security+, or CySA+
• Cisco CCNA or CCNP
• Microsoft 365 Certified: Modern Desktop Administrator or Azure Administrator
• ITIL Foundation Certification
• Experience with cloud platforms like AWS or Azure is a plus.
• Competency with scripting or automation tools (e.g., PowerShell, Bash, Python) is desirable.

Responsibilities

• Deliver second-tier technical support via phone, email, chat, and remote access tools, ensuring high-quality customer service and case resolution.
• Troubleshoot and resolve medium to complex issues related to: Networking (LAN/WAN, DNS, VPN, DHCP, routing, NAT), Security products (firewalls, email/web filtering, antivirus), Cloud-based systems (Microsoft 365, Azure, AWS), Endpoint devices (Windows/macOS/Linux clients)
• Assist with onboarding, configuration, and optimization of IT infrastructure and security products in customer environments.
• Use advanced diagnostic tools and logs (tcpdump, Fiddler, browser dev tools, event logs, syslog) to isolate issues.
• Escalate unresolved or high-severity incidents to senior tiers or engineering team, with detailed documentation and pre-analysis.
• Monitor call queues and team activities to ensure workflow balance and SLA adherence.
• Mentor Tier 1 technicians, review their escalated tickets, and provide training or coaching when needed.
• Maintain accurate and detailed case notes, troubleshooting steps, and known issues in both internal and customer-facing knowledge bases.
• Identify recurring problems or bugs and contribute to root cause analysis and product feedback loops.
• Stay current on emerging technologies, vendor updates, and cybersecurity threats.

Benefits

• equity, in the form of non-qualifying options
• Internal mobility – there are opportunities for cross training and the ability to attain your next career step within Barracuda.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree