Senior Technical Support Engineer, Focused Services DE
Core
Senior Technical Support Engineer providing expert-level post-sales support, troubleshooting complex network security issues, and acting as a trusted advisor for top-tier customers.
Role type
Senior Technical Support Engineer (Network Security)
Builds
Customer security posture, product quality feedback loops, and internal knowledge base resources
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, Root cause analysis, Technical communication to executives
Preferred skills
Virtualization (AWS, Azure, VMWare), OS debugging (Windows, Mac, Linux), Python/Shell scripting
Technologies
Wireshark, GNS3, Palo Alto Networks firewalls, Cisco Firepower, Prisma Access, Checkpoint Firewalls
Responsibilities
Deliver expert 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 fault isolation; Act as a trusted advisor communicating solutions to technical and executive stakeholders; Collaborate with cross-functional teams to drive customer experience and product improvement; Drive continuous engagement through Quarterly Business Reviews and account case reviews; Serve as a subject matter expert identifying product defects through lab replication and testing; Contribute to the knowledge base by authoring technical bulletins and guides; Provide rapid on-site support for critical issues when required
Seniority
Senior, hands-on IC
