Senior Technical Support Engineer - Focused Services
Core
Senior Technical Support Engineer providing post-sales support, troubleshooting, and advisory services for complex cybersecurity issues to top-tier customers.
Role type
Senior Technical Support Engineer (Network Security)
Builds
Customer security posture, product quality feedback loops, and customer success outcomes
Domain
Cybersecurity / Network Security
Deliverable
client delivery
Required skills
Network security troubleshooting, TCP/IP, LAN/WAN, Routing protocols (BGP, OSPF, EIGRP), VPN technologies (IPSEC, PKI, SSL), Network operations (TCP/UDP, SNMP, IPv6, NAT), Network troubleshooting tools (Wireshark, GNS3), Authentication protocols (LDAP, TACACS+, Radius), Executive stakeholder communication, Root cause analysis, Technical documentation
Preferred skills
Virtualization (AWS, Azure, VMWare, OpenStack), OS debugging (Windows, macOS, Linux), Python or Shell scripting, Multi-vendor firewall experience (Cisco, Palo Alto, Checkpoint), Intrusion Detection/Prevention Systems
Technologies
Wireshark, GNS3, Cisco Firepower, Palo Alto Next-Generation Firewalls, Prisma Access, Checkpoint Firewalls, IPSEC, PKI, SSL, BGP, OSPF, EIGRP, LDAP, TACACS+, Radius, AWS, Azure, VMWare, OpenStack
Responsibilities
Deliver expert-level technical assistance and troubleshooting for complex security issues; Take ownership of support cases from initiation to resolution including multi-vendor troubleshooting; Act as a trusted advisor communicating solutions to technical and executive stakeholders; Collaborate with cross-functional teams to drive customer experience; Drive continuous customer engagement through Quarterly Business Reviews and account reviews; Serve as a subject matter expert identifying product defects through lab replication and testing; Work with Engineering and QA to file bug reports and improve product 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
