Sr. Technical Support Engineer, Focused Services
Core
Senior Technical Support Engineer providing post-sales technical support, troubleshooting, and root cause analysis for complex network and security issues for key customers.
Role type
Senior IC Technical Support Engineer (Network/Security)
Builds
Customer support solutions, technical documentation, and product reliability improvements
Domain
Cybersecurity, Networking, Infrastructure
Deliverable
client delivery
Required skills
TCP/IP networking protocols, routing and switching technologies (OSPF, BGP, VLAN, STP), security technologies (IPSEC, SSL-VPN, NAT, GRE), fault isolation, root cause analysis, complex network debugging
Preferred skills
Cisco, Checkpoint, Juniper, Fortinet product familiarity
Technologies
TCP/IP, OSPF, BGP, VLAN, STP, IPSEC, SSL-VPN, NAT, GRE, Cisco, Checkpoint, Juniper, Fortinet
Responsibilities
Provide post-sales technical support via phone, email, and web channels; manage and resolve support cases; diagnose and resolve complex technical issues; replicate customer-reported issues; author and publish technical documentation; collaborate with cross-functional teams; travel to customer sites for critical issues
Seniority
Senior, hands-on IC
