Senior Technical Support Engineer - Focused Services (wiith either German, French, Italian)
Core
Senior Technical Support Engineer providing post-sales troubleshooting, root cause analysis, and advisory services for complex network security issues.
Role type
Senior Technical Support Engineer (Network Security)
Builds
Customer security posture and product quality feedback loops
Domain
Cybersecurity / Network Security
Deliverable
client delivery
Required skills
Network security troubleshooting, TCP/IP, LAN/WAN technologies, Routing protocols (BGP, OSPF, EIGRP), Remote Access VPN (IPSEC, PKI, SSL), Multi-vendor firewall expertise, Executive stakeholder communication, Technical documentation
Preferred skills
Virtualization (AWS, Azure, VMWare), OS debugging (Windows, Mac, Linux), Python/Shell scripting
Technologies
Wireshark, GNS3, Palo Alto Networks firewalls, Cisco Firepower, Checkpoint Firewalls, Prisma Access
Responsibilities
Deliver expert-level technical assistance and resolve complex security issues via troubleshooting and configuration guidance. Take ownership of support cases from initiation to resolution including multi-vendor troubleshooting and root cause analysis. Act as a trusted advisor communicating technical solutions to technical and executive stakeholders. Collaborate with cross-functional teams to drive customer experience and address critical challenges. Drive continuous customer engagement through Quarterly Business Reviews and account case reviews. Serve as a subject matter expert identifying product defects through lab replication and network simulation. Work with Engineering and QA teams to file bug reports and improve software/hardware quality. Author technical support bulletins, training materials, and troubleshooting guides. Provide rapid support in high-pressure situations, including travel to customer sites.
Seniority
Senior, hands-on IC
