Senior Technical Support Engineer- Focused Services
Core
Senior Technical Support Engineer providing post-sales support, troubleshooting complex network security issues, and acting as a trusted advisor for top-tier customers in the cybersecurity industry.
Role type
Senior IC Technical Support Engineer (Network Security)
Builds
Customer security posture, successful product adoption, and resolution of critical network security events.
Domain
Cybersecurity / Network Security
Deliverable
client delivery
Required skills
Network security troubleshooting, TCP/IP and routing protocols (BGP, OSPF, EIGRP), VPN technologies (IPSEC, PKI, SSL), multi-vendor firewall expertise, root cause analysis, technical documentation, stakeholder communication
Preferred skills
Cloud virtualization (AWS, Azure, VMWare), OS debugging (Windows, Linux, macOS), Python or Shell scripting
Technologies
Palo Alto Networks firewalls, Prisma Access, Cisco Firepower, Checkpoint, Wireshark, GNS3, IPSEC, PKI, SSL, LDAP, TACACS+, Radius
Responsibilities
Deliver expert-level technical assistance and resolve complex security issues; take ownership of support cases from initiation to resolution; act as a trusted advisor to technical and executive stakeholders; collaborate with cross-functional teams to drive customer success; conduct Quarterly Business Reviews and provide release planning; identify product defects through lab replication and testing; file bug reports and work with Engineering/QA to improve software quality; author technical support bulletins and troubleshooting guides; travel to customer sites for critical issue resolution.
Seniority
Senior, hands-on IC
